A Career for the 21st Century (Call Center Agent Handbook) (Call Center Agent Handbook)

The call center profession is one of the fastest-growing job categories in the world. In this first volume in the Call Center Agent Handbook Series, author Cliff Hurst introduces the reader to the basic terms and best practices used in call centers today. With his easy-to-read style, Cliff offers the insights needed to answer questions like:

Are you ready to turn your job into a career?
Have you ever wanted to get more out of your job than just a paycheck?
Do you wonder about your call center operation s bigger picture and where you fit in?
How can you tell when you re doing an excellent job?
How can you become more competent and confident in your new career as quickly as possible?

Other books in this series include voice quality and conversational skills, and frontline leadership in the call center.