This book provides you with a complete understanding of the dynamics of a call center. Anyone working in a call center should read the book so they understand the different factors effecting the call centers performance. The book explains each factor and how to maximize all the factors together to obtain and excellent call center. Call Center Stress Syndrome by Stephen Coscia. Surveys indicate that 98 percent of call-center employees receive at least one stressful call each day.
Irate customers are the leading cause of tele-stress.
The author explains what it is, how it affects the body, and how to overcome it with commonsense strategies. This book gives detailed advice on using the phone to reach deal-makers, sell, negotiate, and run meetings. It introduces the latest technologies and shows how to handle even the toughest customers over the telephone. The 60-Second Shrink is written in. Proven Strategies for Increased Productivity and Inner Peace by Hyrum W. Smith.