Vision and Perspective of the Call Center

Author: Yuan Daowei / Tian Shuhong
Publisher:
Publish Date: 2005-04-01
Features: Mr. Yuan Daowei does not impose a series of obscure concepts and theories in a condescending manner in the book. Instead, he narrates the content in a relaxed and humorous tone, making it impossible for readers to put it down in one sitting. While learning many secrets that consultants rarely share, readers also gain a deeper understanding of the development history of customer service and marketing fields both domestically and internationally, as well as many interesting and highly inspiring personal experiences. While it is rare for people to have the opportunity to listen to Dr. Yuan Daowei’s speeches, consultations, and experiences, anyone who aspires to succeed in the field of customer service can learn from the experiences of predecessors through this book, especially by avoiding the pitfalls that domestic and international peers have encountered. Mr. Yuan Daowei was one of the early practitioners in China’s call center and customer service industry. His speeches and articles are well-known and beloved by many industry professionals. Many people’s initial exposure to the industry began with reading Mr. Yuan’s articles online. Several call centers download and print his articles to distribute to their employees for reading. This book focuses on call center-related content, primarily divided into two parts. The first part discusses the operation and management of call centers, targeting call center managers and team leaders engaged in customer service and marketing. The second part is written in collaboration with Ms. Tian Shuhong and is aimed at call center agents, covering relevant skills and career guidance. Ms. Tian’s extensive hands-on operational experience makes the techniques and methods introduced in the book deeply rooted in Chinese local practices.