{ "item_title" : "Call Center and Contact Center Management", "item_author" : [" Syed Omer "], "item_description" : "Call Center and Contact Center Management is the ultimate guide to navigating the world of contact centers. Whether you're starting a career, setting up a business, or managing an existing operation, this comprehensive book will provide you with everything you need to succeed.Who is this book for?Aspiring Professionals looking to build a career in the contact center industryEntrepreneurs & Business Owners planning to start or set up a contact centerCall Center Agents seeking to enhance their skills and advance in their careersManagers, Supervisors, & Directors who want to improve team performance and drive customer satisfactionWhat does this book cover?Introduction to Call Centers & Contact Centers: Understanding the foundations and operations of modern contact centers.Operations & Technology: Exploring the essential tech tools and systems that power contact centers.Workforce Management & Optimization: Strategies for effectively managing and enhancing agent performance.Customer Experience & Satisfaction: Best practices to deliver exceptional customer service and ensure satisfaction.Performance Management & Reporting: Techniques for tracking and improving team performance through data and insights.Quality Assurance & Process Improvement: Maintaining high-quality standards and implementing continuous process improvements.Leadership & Management: Key strategies for guiding and motivating teams to succeed in a call center environment.Outsourcing & Vendor Management: Understanding outsourcing roles and best practices for managing vendors.Compliance & Security: Navigating legal, security, and regulatory requirements in contact center operations.Employee Well-being & Mental Health: Strategies for supporting agent well-being, reducing burnout, and fostering a healthy work environment.This book offers everything you need to manage, optimize, and grow your contact center operations, ensuring top-tier performance and customer satisfaction.Get your copy today and start mastering the art of contact center management!", "item_img_path" : "https://covers2.booksamillion.com/covers/bam/9/79/831/674/9798316745449_b.jpg", "price_data" : { "retail_price" : "24.99", "online_price" : "24.99", "our_price" : "24.99", "club_price" : "24.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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