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"Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas to sell products, and installed surveillance systems that tracked every call and keystroke. Debbie J. Goldman explores how call center employees and their union fought for good, humane jobs in the face of degraded working conditions and lowered wages. As the workforce coalesced to resist the changes, it demanded the Communications Workers of America (CWA) fight for safe and secure good-paying jobs. But trends in technology, capitalism, and corporate governance-combined with the decline of unions-narrowed the negotiating options for workers. Goldman describes how the actions of workers, management, and policymakers shaped the social impact of the new digital technologies and gave new form to the telecommunications industry in a time of momentous change"--

Call center agents --- E-books

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This text introduces the concept of disciplined agency as a valuable explanatory tool vis-à-vis new forms of labour exploitation in service realms of production and the material and moral insecurities of capitalism under neoliberal governance.

Call centers --- Call center agents --- Agent (Philosophy) --- Neoliberalism --- Capitalism --- Quality of work life --- Social conditions. --- Portugal. --- agency. --- call centres. --- dispossession. --- embeddedness. --- generation. --- morality. --- neoliberalism. --- precarity. --- value.

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This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting. .

Consumer complaints. --- Customer relations-Management. --- Call centers. --- Leadership. --- Customer Relationship Management. --- Call Center/Customer Service. --- Business Strategy/Leadership. --- Ability --- Command of troops --- Followership --- Telephone stations --- Customer relations—Management.

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“Nuanced Account Management is a ‘how to’ book. Born out of insights gained over two decades in the B2B industry, the book presents a comprehensive and practical approach to delighting customers and driving profitability. Powerful thoughts expressed in a simple and easy to read style.” — Nitin Paranjpe, President, Homecare, Unilever “Nuanced Account Management is a must read for any B2B salesperson. It provides detailed, specific advice on how to become a more customer-centered advisor in the complex world of business to business transactions.” —Bernie Jaworski, The Peter Drucker Chair in Management, Drucker School of Management, Claremont Graduate University, USA “The art of selling and building a partnership with your client is often undervalued. “Nuanced”, as Bala Shankar describes, is a perfect word that continues the process of building a lasting trust with another business with an existing customer, trust based on all the factors he describes in detail, highs and lows you will face. Experience and differentiation are increasingly keys today and I fully recommend this profound and very practical guide.” —Roger Schmid, Global Innovation Advisor, The Natura Group, USA & Brazil This book is a comprehensive practical guide for account managers, sales teams and account leaders operating in the B2B space. It provides knowledge to excel in developing, growing and retaining top accounts in local and global environments. With a nuanced version of ‘account management’ that will potentially be a game changer, the book offers a personnel-and-process based agenda that can create a ‘competitive advantage’ on its own. Bala Shankar is a consultant and has been an adjunct marketing faculty at the Singapore Management University (SMU) for nearly a decade. He has had 25 years of corporate experience in Asia, Europe, and North America in various sales and account management capacities as a regional and global leader. Bala has also been associated with executive development programs and is a contributing writer to The Business Times, Singapore. He received his MBA from the renowned Indian Institute of Management (IIM), Ahmedabad.

Business. --- Marketing. --- Management. --- Call centers. --- Business and Management. --- Call Center/Customer Service. --- Administration --- Industrial relations --- Organization --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Industrial management --- Aftermarkets --- Selling --- Trade --- Economics --- Management --- Commerce --- Marketing --- Telephone stations

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Long description: Texte im Internet orientieren sich nach wie vor häufig an Texten in traditionellen Publikationsformaten. Dabei sind zahlreiche Parameter wie Alter, Leseverhalten, Erwartung der Leser, aber auch technische Rahmenbedingen und Möglichkeiten zu beachten. Online-Texte müssen völlig anders konzipiert, geschrieben und umgesetzt werden, wenn die beabsichtigte Botschaft erfolgreich transportiert werden soll. Die Toolbox zeigt alle wesentlichen Aspekte auf, die beim Online-Texten beachtet werden müssen. Umsetzungsstark aufbereitet bietet das Buch allen Online-Textern und Texterinnen eine verlässliche Hilfestellung für die erfolgreiche Arbeit. Der Autor stellt sowohl Grundlagen als auch spezifische Informationen zu den unterschiedlichen Formaten bereit. Ein gesondertes Kapitel widmet sich der Suchmaschinenoptimierung.  Biographical note: Dominik Ruisinger Dominik Ruisinger (Dipl.-Pol.) ist gelernter Journalist, ausgebildeter PR-Berater und zertifizierter Stiftungsmanager. Seit den 1990er-Jahren beschäftigt er sich mit den Veränderungen in der Medien- und Kommunikationsbranche mit Fokus auf Digitale Kommunikation, Strategien und moderne Medienarbeit. Heute coacht er Unternehmen und Institutionen in Fragen strategischer Kommunikation und leitet Workshops an Hochschulen und privaten Ausbildungsinstitutionen. Zudem ist er Autor zahlreicher Buch-, Magazin-, Zeitungs- und Online-Beiträge.

Social Media --- SEO --- Suchmaschinenoptimierung --- Blogs --- Texten --- Keywords --- Webseiten --- Call-to-Action --- Keyword-Recherche --- E-Mail-Newsletter --- Microsites --- Landing Pages --- Social-Media-Kanäle