Federal Contact Centers PDF Download
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Author | : United States Government Accountability Office |
Publisher | : DIANE Publishing |
Total Pages | : 46 |
Release | : 2006 |
Genre | : |
ISBN | : 1428930183 |
Download Federal contact centers mechanism for sharing metrics and oversight practices along with improved data needed : report to congressional requesters. Book in PDF, ePub and Kindle
Author | : United States Government Accountability Office |
Publisher | : Createspace Independent Publishing Platform |
Total Pages | : 46 |
Release | : 2017-09-13 |
Genre | : |
ISBN | : 9781976355165 |
Download Federal Contact Centers Book in PDF, ePub and Kindle
Federal agencies have increasingly relied on contact centers-centers handling inquiries via multiple channels such as telephone, Web page, e-mail, and postal mail-as a key means of communicating with the public. Many of these centers are contractor-operated. Concerns exist about the accuracy of responses provided through contractor-operated centers. This report examines (1) the extent to which the contract terms and oversight practices for contact centers at selected agencies emphasize the importance of providing accurate information to the public, and (2) whether guidance for the operation of contact centers and basic information needed to provide general oversight exist. GAO reviewed one contractor-operated contact center at each of six agencies: the Centers for Disease Control and Prevention (CDC), General Services Administration (GSA), U.S. Postal Service (USPS), and the Departments of Defense, Labor, and Education (DOD, DOL, and Education).
Author | : |
Publisher | : DIANE Publishing |
Total Pages | : 42 |
Release | : |
Genre | : |
ISBN | : 1428931244 |
Download Immigration services better contracting practices needed at call centers : report to congressional requesters. Book in PDF, ePub and Kindle
Author | : Robert W. Lucas |
Publisher | : AMACOM Div American Mgmt Assn |
Total Pages | : 199 |
Release | : 2001 |
Genre | : Business & Economics |
ISBN | : 0761213465 |
Download How to Be a Great Call Center Representative Book in PDF, ePub and Kindle
Give your front-line call center staff the training they need With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.
Author | : United States. Government Accountability Office |
Publisher | : |
Total Pages | : 40 |
Release | : 2006 |
Genre | : Call centers |
ISBN | : |
Download Federal Contact Centers Book in PDF, ePub and Kindle
Author | : United States Government Accountability Office |
Publisher | : Createspace Independent Publishing Platform |
Total Pages | : 46 |
Release | : 2018-01-29 |
Genre | : |
ISBN | : 9781984322289 |
Download Gao-06-270 Federal Contact Centers Book in PDF, ePub and Kindle
GAO-06-270 Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed
Author | : United States Government Accountability Office |
Publisher | : Lulu.com |
Total Pages | : 88 |
Release | : 2019-03-24 |
Genre | : Reference |
ISBN | : 0359541828 |
Download Standards for Internal Control in the Federal Government Book in PDF, ePub and Kindle
Policymakers and program managers are continually seeking ways to improve accountability in achieving an entity's mission. A key factor in improving accountability in achieving an entity's mission is to implement an effective internal control system. An effective internal control system helps an entity adapt to shifting environments, evolving demands, changing risks, and new priorities. As programs change and entities strive to improve operational processes and implement new technology, management continually evaluates its internal control system so that it is effective and updated when necessary. Section 3512 (c) and (d) of Title 31 of the United States Code (commonly known as the Federal Managers? Financial Integrity Act (FMFIA)) requires the Comptroller General to issue standards for internal control in the federal government.
Author | : |
Publisher | : |
Total Pages | : 62 |
Release | : 2004 |
Genre | : Electronic government information |
ISBN | : |
Download Complying with the telemarketing sales rule Book in PDF, ePub and Kindle
Author | : Brad Cleveland |
Publisher | : |
Total Pages | : |
Release | : 2019-09-15 |
Genre | : |
ISBN | : 9780985461133 |
Download Contact Center Management on Fast Forward Book in PDF, ePub and Kindle
Author | : Donna Fluss |
Publisher | : Amacom Books |
Total Pages | : 256 |
Release | : 2005 |
Genre | : Business & Economics |
ISBN | : 9780814472569 |
Download The Real-time Contact Center Book in PDF, ePub and Kindle
New technology and best practices to turn your contact center into a revenue generator.