Editorial Reviews
Book Description
Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on:
• Developing retention-oriented recruiting strategies
• How to select the most qualified candidates
• Developing new-hires into successful agents
• Recruiting and training call center supervisors
• Alternative labor pools
Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.
About the Author
Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI's Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI's handbook/study guide series of publications on call center management.
Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.
Call Center Recruiting and New-Hire Training: The Best of Call Center Management Review, Second Edition (Best of Call Center Management Review),Brad Cleveland,Susan Hash,Call Center Press,1932558039,Business / Economics / Finance,Human Resources & Personnel Management,Management - General,Training
English Books:
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