Call Center: A Focus on Customer Service (Paperback) (ISBN-13: 9781612548746)

Gwendolyn Oglesby has built her entire career working in customer service, creating memorable employee-customer experiences and positive work environments. Managing employees, assisting customers, building a team culture- she's done it all. Now she's ready to share her experience with other call center professionals and equip readers with the tools and knowledge she's acquired on the line.Call Center teaches managers how to train, motivate, and encourage employees to reach their full potential through Oglesby's personal experience and inspiring professional philosophies. Each chapter features statistics, personality profiles, and thought-provoking questions designed to engage readers in the anatomy of a healthy workplace. A workplace's success depends on the cooperation between management and employees. At the end of the day, customer service is not just about serving the customer; it means serving your team as well.