Home

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Motivation & Compensation
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Seminars

Subject Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

Agent Hiring, Training, and Retention Seminars and Books

Also see these related catalogs:

  • Call Center Management 
  • Motivation and Compensation 


Seminars

Developing Call Center Agent Retention Strategies: Fighting Agent Turnover, 2-day on-site training seminar

In this seminar, experts deliver tips and techniques to identify why agents join, stay and leave; calculate the business and financial costs of losing talented agents; assess the strengths and weaknesses of your organization's current retention strategies, build concrete plans that can be immediately implemented in your organization, and more.  For details,


Call Center Manager Training and Certification, 3-day training seminar, includes certification exam

Attend the most popular management certification program in the call center industry. The curriculum focuses on comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center. Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more. For details,


Books

Click on cover for details and table of contents
Click on cover for contents

Agent Staffing And Retention Study Final Report
by Call Center Management Review, softcover, 24 pages, 2000, $129.95

This recent study provides you with insight and key data on agent staffing and retention practices and policies within 186 small, medium and large U.S. call centers.  In addition to the detailed findings, charts and tables highlighting key data, the Final Report includes verbatim written comments from the call center management respondents.

Click on cover for details and table of contents
Click on cover for contents


How to Hire the Best Service Professionals
by Susan Hash, softcover, 85 pages, 1999, $49.95

This hands-on manual provides everything you need to hire, train and retain the best service professionals.  And, because it's a real working guide, it includes a wealth of sample documents including job descriptions, sample advertisements, interview questions, and new hire checklists.

Click on cover for details and table of contents
Click on cover for contents


Minimizing Agent Turnover
by Dr. Jon Anton and Anita Rockwell, softcover, 168 pages, 2002, $39.99

The majority of this book is dedicated to providing some hands-on advice on which areas within a contact center to focus on in order to have the biggest impact on retaining your talented agents.

Click on cover for details and table of contents
Click on cover for contents


Call Center Recruiting and New-Hire Training, by The Best of Call Center Management Review, softcover, 163 pages, 2001, $16.95

The articles within this book present some of the most innovative and creative staffing practices, programs, and strategies in practice today.

Click on cover for details and table of contents
Click on cover for contents


Call Center Agent Turnover and Retention, by The Best of Call Center Management Review, softcover, 125 pages, 2002, $16.95

Peruse this excellent selection of articles on how to create a call center environment that agents don't want to leave.

Click here for details and the table of contents
Click on cover for contents

Integrating People with Processes and CRM Technology, by Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz, softcover, 235 pages, 2002, $39.99

CRM initiatives are widely reported as failures or as failing to yield significant benefits.  Integrating People with Processes and CRM Technology focuses project leaders on developing and nurturing the most often overlooked and neglected portion of CRM initiatives: people.  Anton, Petouhoff, and Schwartz provide the project leader with guidelines and action plans to overcome typical implementation problems.

Click on cover for details and table of contents
Click on cover for contents


Attracting and Rewarding Outstanding Employees
by David Rye, softcover, 188 pages, 2002, $12.95

This book is chock-full of information, ideas, and insights on how to attract, recruit, and retain employees.  You'll discover what constitutes an outstanding employee for your organization, and you'll also find guidance on what you can do to reward your employees and keep them perpetually motivated.

Click on cover for details and table of contents
Click on cover for contents


Hiring: How to Find and Keep the Best People
by Richard S. Deems, softcover, 125 pages, 1999, $12.99

Hiring involves more than just placing an ad, talking with some applicants, and making a decision based on some hunch or gut feeling.  Your hiring processes are so important that they can determine the viability of your organization.  This book is quick reading, and provides on-target do's and dont's.  Well worth the price.

Click on cover for details and table of contents
Click on cover for contents


Powerful Performance Appraisals: How to Set Expectations and Work Together to Improve Performance, by Karen McKirchy, 125 pages, 1998, $12.99

It's important that you understand that as a supervisor, manager, or team leader, you do not get paid for what you do, but for what your people do.  This book helps you to prepare performance appraisals that direct your employees'attention to the things that really matter.

Click on cover for details and table of contents
Click on cover for contents


Revolutionizing Support Staff Training - One Company's Strategy by Loretta Weiss-Morris, softcover, 31 pages, $13.95

Need a plan orienting and training new help desk staff?  Here's what software giant Intuit did.  Take a look!  Their approach may work - as is - for your organization, too.

Click on cover for details and table of contents
Click on cover for contents


Principles of Effective Leadership for the Support Organization by Rick Kilton, softcover, 35 pages, $13.95

This book provides an introduction to customer support leadership.  As you read it, you will notice that the leadership principles are interdependent and indicate aspects of an overall theme: value your employees because they are the primary resource of your business.


The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 2003-2010   Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified June 4, 2010