Contact Center Agent 101 is a must read for any contact or call center employee. The front line contact center employee in any organization is truly one of the most important people because they are the voice and ears of the company to the customer. Often times these employees are asked to perform duties that simply do not make sense to them. Finally, a book such as Contact Center Agent 101 has come along that teaches the business reasons behind much of what they are being asked to do. You will learn: * What a contact center is and why it exists * What the working environment is and what you will be expected to do * Basic terminology * Metrics that leaders review to run the business * What is a True Customer Experience * Career opportunities available in contact centers * Much, much, more When used as part of a regular training program, Contact Center Agent 101 can help to improve the true customer experience, enhance employee satisfaction, reduce attrition, and help employees understand the business of contact centers in an easy to read and entertaining format.

Have you ever sat through a boring wedding reception? If the answer is yes and you would like to ensure that it does not happen during your wedding reception, then you must read this book. Inside are time proven tips and techniques that you will learn to coordinate with your wedding DJ to ensure that the schedule of your reception maintains a pace that keep your guests interested in what is going on. For instance, did you know the timing of your dollar dance can be the difference in making any money or having almost a complete bust? This is one of many tips that you will learn inside this important guide to working with your wedding DJ. This book is a must have for couples planning their wedding, as well as wedding Disc Jockey's.