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Contact Center Agent 101: An introduction to your multi-channel call center career ReviewI was pleasantly surprised with this fun, easy and informative read. I've never worked in a call center before but now have quite an appreciation and understanding of how they work and why. Mr. Stapp's book covers everything from why call centers exist, to how they operate, even how to be successful working in a call center. He uses direct information as well as concrete examples to help the reader understand his point, and lists many 3rd part resources for further study - but I think anyone entering this line of work would have all they need from this book. In fact, there is a lot of how-to-be-successful information that is applicable to any job, expecially any customer-service or sales job. I think this is a great book to give to a high school senior or college student just entering the work force in just about any discipline. Sort of a quick Dale Carnegie course in the basics of succeeding in a new job. I plan to give copies of this book to my sons as they enter the working world.Contact Center Agent 101: An introduction to your multi-channel call center career OverviewContact Center Agent 101 is a must read for any contact or call center employee.The front line contact center employee in any organization is truly one of the most important people because they are the voice and ears of the company to the customer.Often times these employees are asked to perform duties that simply do not make sense to them.Finally, a book such as Contact Center Agent 101 has come along that teaches the business reasons behind much of what they are being asked to do.You will learn:* What a contact center is and why it exists* What the working environment is and what you will be expected to do* Basic terminology* Metrics that leaders review to run the business* What is a True Customer Experience* Career opportunities available in contact centers* Much, much, more!When used as part of a regular training program, Contact Center Agent 101 can help to improve the true customer experience, enhance employee satisfaction, reduce attrition, and help employees understand the business of contact centers in an easy to read and entertaining format.Want to learn more information about Contact Center Agent 101: An introduction to your multi-channel call center career?
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