Global Call Centers: Achieving Outstanding Customer Service...

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Global Call Centers: Achieving...

Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones

Name: Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones
ISBN: 9781904838036

Erik Granered

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Although, this book is several years old, it did provide some insight into "Global Call Centers." I was specifically looking for how non-US Contact Centers equip their customer care personnel on how to deal with the U.S. consumer. Specifically, looking for competencies, accent neutralization, culturalization, emotional labor and training guidelines. This book would be a good starting point for a new call center manager that may be starting in the industry.

Categories:

Business & Economics - Others

Year:

2004

Publisher:

Intercultural Press

Language:

english

Pages:

221

ISBN 10:

1904838030