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P.E.A.K.S Call Center Agents at the Top

Lorretta J. Davis

The book is written specifically for experienced call center agents. Whether you are called an agent, rep, or advocate, this book provides tools to help you think about your career from a broader perspective and to help you excel in your profession. This book recognizes that in our at-will employment society, you are the CEO of You, Inc. Throughout the book, I will serve as your no-nonsense call center career coach.

You will

• Be introduced to the P.E.A.K.S Planning Tool: a document to help you assess your current strengths and opportunities and to guide you in developing a roadmap to take you to the top of your profession.

• Gain an understanding of purpose: the organization’s purpose, your purpose, and the need for alignment between them.

• Gain an appreciation of how expertise adds value to you and the organization. You will have the opportunity to assess your expertise and develop plans to enhance or maintain your expertise.

• Explore the power of attitude and identify strategies for using attitude to gain professional altitude, enjoyment in your work, and less stress in your life.

• Gain an understanding of the importance of applied knowledge as a competitive advantage for both you and your employer.

• Recognize yourself and the workplace as systems; understand the interdependent relationship between your personal and workplace systems, and how to use synergy between systems to your advantage.

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Writing for Easy Reading

By Dave Lewis

Your personal and organizational success depends on how you communicate--both orally and in writing. Writing for Easy Reading follows the stern taskmaster's credo: it's not enough to write to be understood; you must write so that you can't possibly be misunderstood. Faulty communication frequently results in lost time and production.

The process starts with being able to detect and ultimately avoid, gobbledygook, the specialized language of a particular business or profession; legalese for example. You can make your writing readily understood by eliminating unnecessary words and business clichés.

And you can get in the habit of using active verbs to avoid the often stilted and buck-passing language often found in business writing. You'll learn how to make your writing friendlier and more personal. And finally, you'll learn how to avoid common blunders that can spoil and otherwise well-crafted piece of writing.

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