April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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138 4.1 Overview
4.1 Overview
The type of training that most successful centers provide to CSRs, supervi-
sors, and managers heavily emphasizes business training and handling a
wide range of call situations. Supervisor and management training pro-
grams should not be the extent of the learning process, however. Ongoing
learning should also include attending industry conferences and reading
trade publications. Networking with other call center supervisors and man-
agers is also a good source of learning and acquiring useful knowledge.
Testing the waters
It is easier for CSRs to make the transition to supervise if they have been
well prepared during their ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.