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;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;.....................................;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;A Practical Guide
to Call Center Technology, by Andrew J. Waite.
CMP Books; 1st edition.
How to choose the best call center tools and systems ˇ How to get the most out of ACDs
(automatic call distributors) and other complex systems in order to boost customer
satisfaction and increase sales ˇ Includes three ready to use RFPs (request for
proposals) for buying an ACD, computer telephony system, or recording and analysis
solution. More
information.
Call
Center Operations Management Handbook and Study Guide,
by Brad Cleveland, Debbie Harne. Call Center Press.
Call center operations is a specialized management field with its own theories and
terminology. More
information.
Complete Handbook of All-Purpose Telemarketing Scripts ,
by Barry Masser. Prentice Hall Trade; 1 edition. More
information.
Friendly
Persuasion: Dynamic Telephone Sales Training and Techniques for the 21st Century,
by Dan Coen. DCD Publishing; 2nd Rev edition.
Telesales Training book teaches inside sales agents how to sell and communicate via the
telephone. More
information.
How
to Manage and Execute Telephone Selling, by Bernard A.
Goldberg. Direct Marketing Pub; Ringbound edition.
This is the first complete book about how to successfully implement telephone selling
within your business and offers practical advice which anyone can implement immediately. More
information.
How to
Sell More, in Less Time, With No Rejection: Using Common Sense Telephone Techniques (How to Sell More,
in Less Time, with No Rejection), by Art Sobczak.
Business by Phone.
This book will help you do better, faster, and without that self-defeating rejection that
causes so many salespeople to avoid the phone. More
information.
Managing
and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding
Performance from Your Frontline Staff, by Malcolm Carlaw,
Peggy Carlaw, Vasudha Kathleen Deming, Kurt Friedmann. McGraw-Hill; 1 edition.
Reveals how to boost morale, streamline business processes, and inspire outstanding
performance from frontline sales and service staff. More
information.
Profitable Telemarketing,
by George Walther. Nightingale Conant Corp (a). More
information.
The
Complete Guide to Telemarketing Management, by Joel Linchitz. Phone for Success; 2
edition
The Complete Guide to Telemarketing Management describes how to make maximum productivity
an attainable and realistic objective. More
information.
The Successful Manager's Guide to Selling Through Proactive Customer Service: How to
Reduce Inside Sales Costs and Keep Customers Buying Forever,
by
Lee R. Van Vechten. Business by Phone.
The most successful companies always have separate telesales and customer service
departments. But, now there is something new that the cutting edge companies are doing
that is increasing sales at a LESSER cost of acquiring those sales. More
information.
The Successful
Sales Manager's Guide to Business-to-Business Telephone Sales, by Lee R. Van
Vechten. Business By Phone.
Step-by-step guidelines for starting (or repositioning) and running a successful telephone
sales operation. More
information.
The Unfair
Advantage: Sell with NLP!, by Duane Lakin.
Lakin Associates; Spiral edition.
The Unfair Advantage is a "workshop-in-a-workbook." It contains practical ideas
and exercises for applying NLP (neurolinguistic programming) to sales and marketing. It
includes "how-to" ideas for selling face-to-face, telemarketing, direct mail,
and other real-world situations. More
information.
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