Communication Centers: A Theory-Based Guide to Training and Management offers advice based on extant research and best practices to both faculty who are asked to develop a communication center and for directors of established centers. Broken into easily understood parts, Turner and Sheckels begin with the development of communication centers, offering guidance on the history of centers, how to start a center, and, in a contribution by Kyle Love, creative approaches to marketing. They provide a communication perspective on selecting and training tutors, and then address how to train the tutors in their tasks of helping students with invention, disposition, style, memory, and delivery as well as presentation aids, including consideration of special situations and diverse populations. The authors explore ways to broaden the vision for communication centers, and conclude with chapters on techniques for assessment by Marlene Preston and on the rich rhetorical roots of communication centers by Linda Hobgood. The volume concludes with appendixes on guidelines for directors and for certification of tutor training programs. Communication Centers is a valuable resource for scholars in any stage of developing or improving a communication center at their university.

Communication Centers and Oral Communication Programs in Higher Education, edited by Eunkyong L. Yook and Wendy Atkins-Sayre reveals vital information that is of theoretical and practical importance to higher education administrators, educators, and communication centers directors and staff. It is the first book to be published on communication centers.

Communication Centers and Oral Communication Programs in Higher Education, edited by Eunkyong L. Yook and Wendy Atkins-Sayre, is a collection that examines the centers that support communication departments or across-the-curriculum programs as higher education focuses more attention on the communication field. The authors in this text address theoretical issues covering topics such as the importance of communication centers to higher education, the effects of communication centers on retention, critical thinking in the center, ethics, and more. These essays also explore ideas about center’s set-up and use of space, staff training, technology applications, and campus advertising and outreach. Communication Centers organizes cutting-edge knowledge of the theory and empirical research so as to serve practical use to peer tutors and directors, those who are new to the study of communication centers and to those who are seasoned experts. Furthermore, this collection introduces administrators and those interested in higher education to the potential value of communication centers to higher education.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.