Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.

Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff

Business & Money

Malcolm Carlaw

Peggy Carlaw

Vasudha Kathleen Deming

Kurt Friedmann

Management & Leadership

McGraw=Hill

With the help of this creative collection of training games, you can be sure that your employees can be counted on to give your company a good reputation. These easy-to-use games take just 15-30 minutes and include reproducible handouts and worksheets. You can use them either to enliven traditional customer service training programs or to add a training component to a regular staff meeting. Customer service training games will help your frontline service workers keep a positive attitude at all times; speak and communicate clearly, both on the telephone and face-to-face; deal with difficult customers, and much more.

The Big Book of Customer Service Training Games (Management & Leadership)

See the best price to sell, buy, or rent books by Peggy Carlaw. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Peggy Carlaw