|  | Building Call Center Culture
by Dan Coen — January 2001
Building Call Center Culture trains managers, team leads and supervisors how to manage a customer contact center. (Employees who communicate via the telephone and Internet) This book tackles the "human side" of call center management. People count, motivation matters, and creating a world-class communication culture is critical to building call center culture. This book explores topics such as communication culture, channeling feedback, managing emotions, supervising new agents, creating contests, building a phenomenal environment of success, hiring supervisors, and much more. Building Call Center Culture is ideal for management that directs any employee that sells and communicates via the telephone or Internet. | |
