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David L. Butler "Bottom-Line Call left Management: Creating a Culture of Accountability and Excellent Customer Service"

'Bottom-Line Call left Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call left manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call left Management' helps call left managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call left at all levels increasing the bottom line.

The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the left, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model.

The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call left and thus the bottom line.

*The only book to focus on accountability in call left management within a framework of progressive management and HR practices

*Draws on the author's unique data sets about best practices in call left management

*Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in

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