Learn what it takes to find and lead the best of the

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Unformatted text preview: day’s hottest topics: Customer Contact Outsourcing. Companies are in a quandary about the myriad of teleservices questions they’re faced with, such as deciding to outsource, cost / benefit analysis, RFP development, proposal assessment, vendor selection, contractual requirements, service level performance measurement, and managing an ongoing teleservices relationship. With the authors help, readers will find this complex issue straightforward to approach, understand, and implement. ISBN 0-9630464-8-9 By Jon Anton and Lori Carr Price: $34.99 The Four-Minute Customer: Getting Jazzed about Your People and Quality Management in Your Call Center This is a very unique book directed at developing and maintaining “Top Reps” that are uniquely motivated to deliver the highest possible quality of caller customer service at your center. Learn what it takes to find and lead the best of the best. Don’t settle for mediocrity. Instead, learn how to manage the best in class customer contact center by attracting and keeping Top Reps at your organization. ISBN 0-9630464-1-1 By Michael Tamer Price: $34.99 Wake Up Your Call Center: Humanizing Your Interaction Hub, 3rd edition With new and up-to-date material, this third edition speaks volumes about the need to reinforce the human element in the equation. This is a straight forward guide for humanizing the impersonal, with practical to-do’s, real life examples, and applications to delight your customers. In depth chapters include mixed messages, change and stress management, conflict resolution, rapport building, and communicating powerfully, just to mention a few. ISBN 1-55753-217-6 By Rosanne D’Ausilio, Ph.D Price: $44.95 Copyright © 191 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Order Form Secure online ordering is available at: Billing Information: Shipping Information (if different): Name Company Address Address 2 City/St/Zip Phone Please charge my: ___ American Express ___ Discover ___ Mastercard ___ Visa Card Number Expiration Date Signature I’ve enclosed a check in the amount of Purchase Order Number Book Title Amt* Qty Total Books Total Shipping and Handling For all U.S. addresses, $5.00 for the first book, $3.00 for each additional book. For all International addresses, books must be pre-paid and must include a shipping and handling charge of $25.00 for the first book and $10 for each additional book. Total Amount Due** *Call for volume and pre-order discounts available: (805) 614-0123 Extension 21 **State sales tax will be added where applicable For other books, tapes, and videos visit our online store: Send all orders to: BenchmarkPortal, Inc. 3201 Airpark Drive, Suite 104 Santa Maria, CA 93455-1817 For quick service, fax your order to: (805) 614-0055 For questi...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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