Designing the Best Call Center for Your Business

Designing the Best Call Center for Your Business
Author: Brendan Read
Publisher: CRC Press
Total Pages: 383
Release: 2005-01-02
Genre: Computers
ISBN: 1482280906

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

BUSINESS Essential

BUSINESS Essential
Author: Bloomsbury Publishing
Publisher: Bloomsbury Publishing
Total Pages: 1364
Release: 2015-03-20
Genre: Business & Economics
ISBN: 1408156865

The abridged, updated edition of international bestseller BUSINESS: The Ultimate Resource. This essential guide to the world of work and careers is crammed with top-quality content from the world's leading business writers and practitioners. Now in a handy paperback format, it is ideal for time-pressed managers, small business owners and students alike. This book includes: Actionlists: more than 200 practical solutions to everyday business and career challenges, from revitalising your CV to managing during difficult times. Management library: time-saving digests of more than 70 of the best and most influential business books of all time, from The Art of War to The Tipping Point. We've read them so you don't have to. Best Practice articles: a selection of essays from top business thinkers. Business Dictionary: jargon-free definitions of thousands of business terms and concepts. Gurus: explanations of the lives, careers, and key theories of the world's leading business thinkers

Essential Lessons on Leadership (Collection)

Essential Lessons on Leadership (Collection)
Author: Jon Huntsman
Publisher: FT Press
Total Pages: 1651
Release: 2013-04-27
Genre: Business & Economics
ISBN: 0133442403

A brand new collection of expert advice on becoming a more successful and ethical leader 4 authoritative books bring together today’s best advice on leading with passion, inspiration, ethics, and charisma – and succeeding! This brand new collection will help you lead with passion, inspiration, and honor – and win! Moral Intelligence 2.0 reveals why the best-performing companies have leaders who actively apply moral values to achieve enduring personal and organizational success. Using many new examples and real case studies and new interviews with key business leaders, Doug Lennick and Fred Kiel identify connections between moral intelligence and higher levels of trust, engagement, retention, and innovation. You’ll find specific guidance on moral leadership in both large organizations and entrepreneurial ventures, and a new, practical, step-by-step plan for measuring and strengthening every component of moral intelligence in business. Next, in Do the Right Thing, former Southwest CEO James F. Parker shows why “doing the right thing” isn’t just naïve “feel-goodism”: it’s the most powerful rule for business success. Parker reveals how Southwest’s extraordinary culture of mutual respect and trust developed, offering deeply personal insights into principles that can make any team, organization or company strong. You’ll discover how great leaders are found at every level, “hire for attitude and train for skills,” achieve unparalleled teamwork, and actually make work fun. In the updated edition of his national best-seller Winners Never Cheat, Jon Huntsman proves that you can succeed at the highest levels, without sacrificing the principles that make life worth living. This book is about remembering why you work, and why you were chosen to lead. It’s about finding the bravery to act on what you know is right, no matter what you’re up against. It’s about winning – the right way. Finally, in Ultimate Leadership, Russell E. Palmer helps you shape your leadership approach to your unique challenges, contexts, and organizations, without compromising what matters most. Palmer--who has had highly successful careers leading one the world’s largest accounting firms, as Dean of the Wharton School, and as an entrepreneur--helps you identify the leadership model most appropriate for your environment, and how to lead accordingly. You’ll learn better ways to lead equals, help organizations weather crises, transform culture, lead entrepreneurial or global organizations...even lead non-profits and universities. From world-renowned leadership experts Doug Lennick, Fred Kiel, Ph.D., James F. Parker, Jon Huntsman, and Russell E. Palmer

The Essentials of School Leadership

The Essentials of School Leadership
Author: Brent Davies
Publisher: SAGE
Total Pages: 247
Release: 2009-01-18
Genre: Business & Economics
ISBN: 1446260011

Building on the success of the first edition, this book provides a focused up-to-date introduction to the current themes and dimensions of educational leadership through contributions from some of the leading authors in the field. Each chapter introduces the reader to a key aspect of leadership. This new edition has been fully updated to include recent developments, new chapter summaries and further reading, and a new chapter on Developing Leadership. Written in an accessible style, this book is essential reading for school leaders who wish to have a better understanding of their leadership role. It is also suitable for Masters/Doctoral students worldwide, and will give those on professional development courses a valuable insight into school leadership.

The Leadership Academy

The Leadership Academy
Author: Can Akdeniz
Publisher: Business Hacker Books
Total Pages: 513
Release: 2014-06-09
Genre: Business & Economics
ISBN: 149978614X

Leadership Academy is a stellar collection of successful leadership books by two renowned business writers, Can Akdeniz and Jonas Stark. Collectively, these four books – Cool Boss: Master 11 Qualities of Today’s Greatest Leaders, Happy Company: How to Create a Happy, Trustable and Successful Business, The 9 Routines of Successful People: A Guidebook for Personal Change, and Go Nuts: The Art of Creativity and Innovation – will help you steer both yourself and your company in a more successful direction. As you’ll learn, leadership skills can be developed in some pretty surprising ways – and innovation, positivity, and happiness all play major roles.

The Leader in Me

The Leader in Me
Author: Stephen R. Covey
Publisher: Simon and Schuster
Total Pages: 218
Release: 2012-12-11
Genre: Self-Help
ISBN: 147110446X

Children in today's world are inundated with information about who to be, what to do and how to live. But what if there was a way to teach children how to manage priorities, focus on goals and be a positive influence on the world around them? The Leader in Meis that programme. It's based on a hugely successful initiative carried out at the A.B. Combs Elementary School in North Carolina. To hear the parents of A. B Combs talk about the school is to be amazed. In 1999, the school debuted a programme that taught The 7 Habits of Highly Effective Peopleto a pilot group of students. The parents reported an incredible change in their children, who blossomed under the programme. By the end of the following year the average end-of-grade scores had leapt from 84 to 94. This book will launch the message onto a much larger platform. Stephen R. Covey takes the 7 Habits, that have already changed the lives of millions of people, and shows how children can use them as they develop. Those habits -- be proactive, begin with the end in mind, put first things first, think win-win, seek to understand and then to be understood, synergize, and sharpen the saw -- are critical skills to learn at a young age and bring incredible results, proving that it's never too early to teach someone how to live well.

Customer Service Essentials

Customer Service Essentials
Author: Robert E. Hinson
Publisher: IAP
Total Pages: 262
Release: 2019-08-01
Genre: Business & Economics
ISBN: 1641136871

Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom