Second edition of call center 'how to' book releasedWEST LAFAYETTE, Ind. -- Purdue University Press has just released a second edition of its popular "Wake Up Your Call Center: How to Be a Better Call Center Agent," by Rosanne D'Ausilio.
In this revised and expanded edition, D'Ausilio includes a discussion of Y2K, updated statistics, more on managing workplace conflict, a chapter for technical support staff, and expanded references.
"We have lots of talk covering technical information and training, software, hardware, new systems and a whole new language," says D'Ausilio, an industrial psychologist and consultant who also is the president of Human Technologies. "But we haven't forgotten the people. They are too often dropped out of the picture, and we can't let that happen, because the people make the difference."
Peter McGarahan, executive director for Help Desk Institute, says the book is full of practical information.
"I have read many books on personal development programs and how to implement the best-in-class call center, but this is the best book I have read that finally brings these two topics together," he says. "I encourage call center and help desk managers to pass it on to their representatives. The book is grounded with real-life examples and applications. I smiled all the way through as it reminded me of my experiences as a help desk representative."
Patricia D. Hamilton, a manager in sales training and communications with Delta Air Lines Inc., says her company used the "Wake Up Your Call Center" philosophy to resolve issues it had with customer service in an extremely stressful environment.
"The results were incredible," she says. "Customer service has improved, morale is up, and our agents are able to deal more positively with their workload."
"Wake Up Your Call Center (ISBN 1-55753-169-2) costs 44.95. For ordering information, call (800) 933-9637. A sample e-book version of the first edition is available on Purdue University Press' Web site.
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