Index
Acknowledge words or statements usage, 54
American with Disabilities Act (ADA), 102
Angry/emotional customers, 110-111
Appearance, personal, 17-18
Arguments with customers avoidance, 53-54
Articulation, 32
Attitudes. See Projecting positive service image
Autodialers, 157
Automatic call distribution (ACD) systems, 8, 58, 61
Automatic number identification (ANI), 58-59, 60
Beliefs definition, 80-81
Billing support, 7
Brevity, 64
Business acumen, 6
Call center
competencies required for, 5-6
definition, 1-2
functions of, 4
job titles, typical, 4-5
number of, 3
representative competencies, 5-6
roles and responsibilities of, 1-12
services, typical, 7-8
staffing, 4-5
technology, typical, 8-9
trends affecting, 2-4
Call telephony ...
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