April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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4.2 Staff selection criteria 141
Chapter 4
leadership qualities. These leaders will provide CSR staff with the “voice” of
the organization. They need to be well trained and brought up-to-date fre-
quently. It is therefore important, as an investment in the future of the
organization, to provide ongoing training to both new and upcoming
supervisors. This training should include a thorough grounding in how to
run an effective and efficient call center—from communication skills and
workforce measurement techniques to using tools such as Erlang C for
measuring service levels, as well as the range of technologies available.
The following sections describe ...
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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.