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Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff | 
 enlarge | Authors: Malcolm Carlaw, Peggy Carlaw, Vasudha Kathleen Deming, Kurt Friedmann
Publisher: McGraw-Hill
Category: Book
List Price: $34.95
Buy New: $20.60
You Save: $14.35 (41%)
New (27) Used (6) from $19.47
Rating:  4 reviews
Sales Rank: 397140
Media: Paperback
Edition: 1
Pages: 350
Number Of Items: 1
Shipping Weight (lbs): 1.2
Dimensions (in): 9.2 x 7.3 x 0.6
ISBN: 0071388885
Dewey Decimal Number: 658.812
UPC: 639785380313
EAN: 9780071388887
ASIN: 0071388885
Publication Date: December 24, 2002
Availability: Usually ships in 1-2 business days
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Product Description
Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
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| Customer Reviews:
 An Insult to Every Contact Center Employee's Intelligence May 24, 2007
Love Books (California, USA)
2 out of 4 found this review helpful
I have now worked at two separate contact/call centers and I am always mystified as to why management has to treat employees so shabbily that it predisposes them to hate the company. It seems gratuitous and stupid, but I suppose that the "geniuses" who come up with these so-called employee motivating tactics never think for a moment that the employees might just have brains/feelings. Motivating techniques that I have seen first-hand involve infantile and immature contests that remind one of elementary school, and not of a serious company running a business. Prizes are often balloons handed to employees, blowing whistles and clapping when an employee receives a compliment from a customer while the managers/leads stand around the employee's desk for the whole call center to see and emulate, or an occasional sandwich/pizza delivered to the office for employees to partake. Of course, these are meant to take the place of REAL recognition like paying employees wages they can actually live on, or promoting them to higher jobs. Working conditions at call centers are notoriously bad: employees are expected to handle each call in 2 to 3 minutes at most while at the same time maintaining a high degree of quality service. Goes to show you how "sincere" companies are about keeping customers happy. The end result is a high employee turnover rate, and for those that stay, tension and fatigue is the order of the day.
So, the next time you call an 800 number to reach your bank, utility company, supermarket, or department store, please keep in mind what is going on behind the scenes. Hopefully, some day the government watchdog agencies that regulate the workplace will realize that much needs to be done to improve call center work.
 Excellent advice based on reality! February 10, 2007
Bustani (ALPHARETTA, GA United States)
4 out of 4 found this review helpful
From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. I have purchased several books in this genre. This book and the book "Why Employees Don't Do What You Want..." by Fournies have turned out to be the most useful.
Good information with actionable suggestions September 6, 2005
P. Payne (Raleigh, NC)
2 out of 5 found this review helpful
I was able to implement the ideas from this book in my call center.
A must have for your contact center library December 12, 2003
Phill Rosenzweig (Cincinnati, Ohio United States)
Impact Learning International has done it again! There is no contact center topic more important than that of focusing on the biggest expense and the greatest asset...your people. Impact Learning provides excellent advice and practical help in a fun and understandable way. It is based on their many years of experience coaching and training in the contact center industry. I refer to my copy all of the time and have given away several copies to contact center managers. You MUST have a copy of this book in your business library!
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