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Required Reading

The 11 Secrets of Highly Influential IT Leaders by Marc J Schiller

Why are so many IT leaders battling to prove the value of IT; frustrated that their accomplishments are not recognized; and left out of their businesses strategic decision-making forums?

Marc J. Schiller argues in The 11 Secrets of Highly Influential Leaders that the key to understanding the problem and unlocking the solution lies in identifying the missing ingredient for so many IT leaders. That ingredient? Influence, especially at the senior management level.
[More About This Book]   Oct-09-2011


How to Survive (& Thrive) in a Call Center by Alison Mathiebe

How to Survive (& Thrive) in a Call Center is a comprehensive, solution filled resource designed to improve the careers of call centre agents. Think your call center job is going nowhere? This book will show you how to recast the dead-end into a satisfying, financially sound career pathway.

Alison Mathiebe provides stable, sensible solutions for call centre agents with the calming voice of a mentor. She will show you:

  • How to reduce stress

  • How to contribute to the call centre's success

  • How to provide outstanding customer service

  • How to increase sales results and maximize bonus opportunities

  • How to improve your overall performance

  • How to advance your career

  • [More About This Book]   Oct-02-2011


    The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More by Marsha Collier

    Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

    The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.
    [More About This Book]   Sep-25-2011


    A Manager's Guide to Virtual Teams by Yael Zofi

    "A Manager's Guide to Virtual Teams" is a practical roadmap for bridging the logistical, cultural, and communication gaps that can prevent any virtual team from reaching its full potential. The book explores the four most critical elements to team success: Trust and Accountability - ten tips for creating trust within and across virtual teams; Communication - the particular challenges of the virtual world, especially in cross-cultural collaborations; Conflict Management - examples, case scenarios, and resolution strategies; and, Deliverables - how virtual teams can get their work 'out the door' faster and better.
    [More About This Book]   Sep-18-2011


    Customer Service Management Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson

    Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction.
    [More About This Book]   Sep-11-2011


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