Advice from a Call Center Geek PDF Download

Author: Thomas Laird
Publisher:
ISBN: 9780692179758
Category : Call centers
Languages : en
Pages : 90

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Book Description
"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.

Author: Mark Horstman
Publisher: John Wiley & Sons
ISBN: 1119244609
Category : Business & Economics
Languages : en
Pages : 217

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Book Description
The how-to guide for exceptional management from the bottom up The Effective Manager is a hands-on practical guide to great management at every level. Written by the man behind Manager Tools, the world's number-one business podcast, this book distills the author's 25 years of management training expertise into clear, actionable steps to start taking today. First, you'll identify what "effective management" actually looks like: can you get the job done at a high level? Do you attract and retain top talent without burning them out? Then you'll dig into the four critical behaviors that make a manager great, and learn how to adjust your own behavior to be the leader your team needs. You'll learn the four major tools that should be a part of every manager's repertoire, how to use them, and even how to introduce them to the team in a productive, non-disruptive way. Most management books are written for CEOs and geared toward improving corporate management, but this book is expressly aimed at managers of any level—with a behavioral framework designed to be tailored to your team's specific needs. Understand your team's strengths, weaknesses, and goals in a meaningful way Stop limiting feedback to when something goes wrong Motivate your people to continuous improvement Spread the work around and let people stretch their skills Effective managers are good at the job and "good at people." The key is combining those skills to foster your team's development, get better and better results, and maintain a culture of positive productivity. The Effective Manager shows you how to turn good into great with clear, actionable, expert guidance.

Author: Marybeth Hicks
Publisher: Penguin
ISBN: 1440630240
Category : Family & Relationships
Languages : en
Pages : 340

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Book Description
A breakthrough parenting book that redefines the meaning of 'geek' and inspires parents to free themselves and their kids from the 'culture of cool.' In a world of superficial values, peer pressure, and out-of-control consumerism, the world needs more GEEKS: Genuine, Enthusiastic, Empowered Kids. Today's 'culture of cool' has changed the way kids grow up. Rather than enjoying innocent childhoods while developing strong, authentic characters, today's kids can become cynical 'even jaded' as they absorb the dangerous messages and harmful influences of a dominant popular culture that encourages materialism, high-risk behaviors, and a state of pseudo-adulthood. Author and mother of four Marybeth Hicks suggests an alternative: bringing up geeks. In this groundbreaking book, she shows parents how they can help their children gain the enthusiasm to pursue their passions, not just the latest fashions; the confidence to resist peer pressure and destructive behaviors; the love of learning that helps them excel at school and in life; and the maturity to value family as well as friends, as well as make good moral decisions. With a foundation like that, kids will grow up to be the coolest adults.

Author: Brian W. Fitzpatrick
Publisher: "O'Reilly Media, Inc."
ISBN: 144932987X
Category : Computers
Languages : en
Pages : 194

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Book Description
In a perfect world, software engineers who produce the best code are the most successful. But in our perfectly messy world, success also depends on how you work with people to get your job done. In this highly entertaining book, Brian Fitzpatrick and Ben Collins-Sussman cover basic patterns and anti-patterns for working with other people, teams, and users while trying to develop software. This is valuable information from two respected software engineers whose popular series of talks—including "Working with Poisonous People"—has attracted hundreds of thousands of followers. Writing software is a team sport, and human factors have as much influence on the outcome as technical factors. Even if you’ve spent decades learning the technical side of programming, this book teaches you about the often-overlooked human component. By learning to collaborate and investing in the "soft skills" of software engineering, you can have a much greater impact for the same amount of effort. Team Geek was named as a Finalist in the 2013 Jolt Awards from Dr. Dobb's Journal. The publication's panel of judges chose five notable books, published during a 12-month period ending June 30, that every serious programmer should read.

Author: Don R. Crawley
Publisher: Soundtraining Net
ISBN: 9780983660705
Category : Computer industry
Languages : en
Pages : 164

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Book Description
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.

Author: Brian W. Fitzpatrick
Publisher: "O'Reilly Media, Inc."
ISBN: 1491932511
Category : Business & Economics
Languages : en
Pages : 190

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Book Description
In the course of their 20+-year engineering careers, authors Brian Fitzpatrick and Ben Collins-Sussman have picked up a treasure trove of wisdom and anecdotes about how successful teams work together. Their conclusion? Even among people who have spent decades learning the technical side of their jobs, most haven’t really focused on the human component. Learning to collaborate is just as important to success. If you invest in the "soft skills" of your job, you can have a much greater impact for the same amount of effort. The authors share their insights on how to lead a team effectively, navigate an organization, and build a healthy relationship with the users of your software. This is valuable information from two respected software engineers whose popular series of talks—including "Working with Poisonous People"—has attracted hundreds of thousands of followers.

Author: Robin Palmer
Publisher: Penguin
ISBN: 9780142411223
Category : Young Adult Fiction
Languages : en
Pages : 352

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Book Description
The ideal L.A. fairy tale for fans of Once Upon a Time and L.A. Candy! Inspiration for the Disney Channel TV movie, Geek Charming! Dylan Shoenfield is the princess of L.A.'s posh Castle Heights High. She has the coolest boyfriend, the most popular friends, and a brand-new 'it' bag that everyone covets. But when she accidentally tosses her bag into a fountain, this princess comes face-to-face with her own personal frog: self professed film geek Josh Rosen. In return for rescuing Dylan's bag, Josh convinces Dylan to let him film her for his documentary on high school popularity. Reluctantly, Dylan lets F-list Josh into her A-list world, and is shocked to realize that sometimes nerds can be pretty cool. But when Dylan's so-called prince charming of a boyfriend dumps her flat, her life--and her social status--comes to a crashing halt. Can Dylan--with Josh's help--pull the pieces together to create her own happily-ever-after?

Author: Heather Cabot
Publisher: St. Martin's Press
ISBN: 1250112265
Category : Business & Economics
Languages : en
Pages : 273

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Book Description
This book "isn't about the famous tech trailblazers you already know, like Sheryl Sandberg and Marissa Mayer. Instead, veteran journalists Heather Cabot and Samantha Walravens introduce readers to the ... female entrepreneurs and technologists fighting at the grassroots level for an ownership stake in the revolution that's changing the way we live, work and connect to each other"--Amazon.com.

Author: Sarvenaz Tash
Publisher: Simon and Schuster
ISBN: 1481456555
Category : Young Adult Fiction
Languages : en
Pages : 17

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Book Description
John Hughes meets Comic Con in this novel about a teenager who is trying to get his best friend to fall in love with him that’s an “unabashed love letter and delightful inside joke for comic enthusiasts” (Kirkus Reviews). Peter Parker and Gwen Stacy... Archie and Veronica... Althena and Noth... ...Graham and Roxy? Graham met his best friend, Roxana, when he moved into her neighborhood eight years ago, and she asked him which Hogwarts house he’d be sorted into. Graham has been in love with her ever since. But now they’re sixteen, still neighbors, still best friends. And Graham and Roxy share more than ever—moving on from their Harry Potter obsession to a serious love of comic books. When Graham learns that the creator of their favorite comic, The Chronicles of Althena, is making a rare appearance at this year’s New York Comic Con, he knows he must score tickets. And the event inspires Graham to come up with the perfect plan to tell Roxy how he really feels about her. He’s got three days to woo his best friend at the coolest, kookiest con full of superheroes and supervillains. But no one at a comic book convention is who they appear to be...even Roxy. And Graham is starting to realize fictional love stories are way less complicated than real-life ones.

Author: Jim Burns, Ph.D
Publisher: Zondervan
ISBN: 0310353793
Category : Religion
Languages : en
Pages : 188

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Book Description
Are you struggling to connect with your child now that they've left the nest? Are you feeling the tension and heartache as your relationship dynamic begins to change? In Doing Life with Your Adult Children, bestselling author and parenting expert Jim Burns provides practical advice and hopeful encouragement for navigating this tough yet rewarding transition. If you've raised a child, you know that parenting doesn't stop when they turn eighteen. In many ways, your relationship gets even more complicated--your heart and your head are as involved as ever, but you can feel things shifting, whether your child lives under your roof or rarely stays in contact. Doing Life with Your Adult Children helps you navigate this rich and challenging season of parenting. Speaking from his own personal and professional experience, Burns offers practical answers to the most common questions he's received over the years, including: My child's choices are breaking my heart--where did I go wrong? Is it OK to give advice to my grown child? What's the difference between enabling and helping? What boundaries should I have if my child moves back home? What do I do when my child doesn't seem to be maturing into adulthood? How do I relate to my grown child's significant other? What does it mean to have healthy financial boundaries? How can I support my grown children when I don't support their values? Including positive principles on bringing kids back to faith, ideas on how to leave a legacy as a grandparent, and encouragement for every changing season, Doing Life with Your Adult Children is a unique book on your changing role in a calling that never ends.