Natalie Petouhoff's Books

Recruiting and Retaining Call Center Employees (In Action Case Study Series)

By: Natalie Petouhoff

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Recruiting and Retaining Call Center Employees (In Action Case Study Series)

By: Natalie Petouhoff

What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.

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Page Count

234

Publisher

Association for Talent Development

Published Date

ISBN 10

1607288702

ISBN 13

9781607288701

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How to Get 750 Million Members to Buy Your Products on Facebook

By: Natalie L Petouhoff

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How to Get 750 Million Members to Buy Your Products on Facebook

By: Natalie L Petouhoff

Facebook is the largest, fastest growing and popular social media site in the world today. With more than half a billion members, it has been a major force in both the cultural and business area for years now, and has now changed everything with f-commerce. In this e-book, Social Media specialist Dr. Natalie Petouhoff explains how this powerful new feature works and provides strategies for businesses to boost their sales, promote their brands, and increase their online presence. Dr. Natalie helps companies understand how social media affects the bottom-line and to create strategies that provide real business value. As a USC Adjunct professor, Natalie takes her real-world experiences as a Forrester Social Media Analyst, an Agency executive and a consulting executive and translates it into practical business advice.

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157

Publisher

Simon and Schuster

Published Date

ISBN 10

144053375X

ISBN 13

9781440533754

Customer Relationship Management

The Bottom Line to Optimizing Your ROI

By: Jon Anton,Natalie L. Petouhoff

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Customer Relationship Management

The Bottom Line to Optimizing Your ROI

By: Jon Anton,Natalie L. Petouhoff

This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.

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Page Count

276

Published Date

ISBN 10

0130990698

ISBN 13

9780130990693

Empathy in Action

How to Deliver Great Customer Experiences at Scale

By: Tony Bates,Natalie Petouhoff

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Empathy in Action

How to Deliver Great Customer Experiences at Scale

By: Tony Bates,Natalie Petouhoff

A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We've all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That's because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets--the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It's not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world.

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Page Count

195

Publisher

IdeaPress Publishing

Published Date

ISBN 10

1646870433

ISBN 13

9781646870431

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How to Get 750 Million Members to Buy Your Products on Facebook

By: Natalie L Petouhoff

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How to Get 750 Million Members to Buy Your Products on Facebook

By: Natalie L Petouhoff

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Solve jigsaw puzzle

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Page Count

157

Publisher

Simon and Schuster

Published Date

ISBN 10

144053375X

ISBN 13

9781440533754

Customer Relationship Management

The Bottom Line to Optimizing Your ROI

By: Jon Anton,Natalie L. Petouhoff

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Customer Relationship Management

The Bottom Line to Optimizing Your ROI

By: Jon Anton,Natalie L. Petouhoff

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N/A

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Solve jigsaw puzzle

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Page Count

276

Published Date

ISBN 10

0130990698

ISBN 13

9780130990693

Book's by Natalie Petouhoff

Recruiting and Retaining Call Center Employees (In Action Case Study Series)

Recruiting and Retaining Call Center Employees (In Action Case Study Series)

Like My Stuff

Like My Stuff

Customer Relationship Management

Customer Relationship Management

Empathy in Action

Empathy in Action

Like My Stuff

Like My Stuff

Customer Relationship Management

Customer Relationship Management

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