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Call Centers: Technology & Techniques
1st Edition
Jack A. Green .
Published by South-Western Educational & Professional Publ.
Softcover 2003
ISBN/ISSN: 0-538-72686-5
ISBN - 13: 978-0-538-72686-3
List Price:  76.95,  Your Price:  69.26
Status: Available


# Pages:   288
Dimensions:   8 x 10

Description:

This text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service, or help desk representative or manager. Each topic has the necessary content to focus specifically on soft-skill effectiveness using a problem solving approach. The most current technology is covered, including web and e-commerce support, and Internet resources are integrated throughout. A student CD is included that contains additional cases, self-assessments, key terms with definitions, and links to useful Internet resources.
Benefits:
• On the Job--at the beginning of and throughout each chapter provide scenarios highlighting chapter concepts for student comprehension.
• Making Contact--throughout the text highlight and discuss key soft skills with an emphasis on communication.
• Have You Ever--help students relate chapter concepts to personal experience.
• Skills application activities feature applied activities and mini projects that require outside interviews, research, critical thinking and problem solving, and teamwork activities.