Call Center &
Call Center Management Books
Successful Office Business Services Inc. 800-716-5518 New York - Delaware - Florida - Serving All 50 U.S. States and 128 Countries
Call Center Management
pages 1 2 3 4 5 6 7 8 9 Call Center
The ideal book written directly for call center management.
A must-read for supervisors, team leaders, managers, trainers and executives.
Are you ready to manage your call center? The premise of this book is clear. When management understands the human initiative, and creates a roadmap that stresses performance through people, organizations and customers win.
How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management.
After every section there is a question to probe readers about their thoughts on call center management. And, throughout the book are worksheets to guide call center management and their development. Plus, the book contains 45 "quick strategies" for call center managers.
Become the best call center manager!
Also by Dan is...
Building Call Center Culture goes beyond most
management books. Why? Because this book explores the
"human element". Most books about the customer contact
center study technology, setting up call centers, the
industry, etc. This book takes "people supervision" as
its central theme and builds upon it. Dan Coen, the
author, is an industry expert with a creative mind. He
thinks "out-of-the-box". Mr. Coen believes that
supervising people, not the technology people use, is
what makes a call center tick! Building Call Center
Culture will help your supervisors, team leads and
manager build world-class, effective, and fun programs
for your call center. Whether you have 2 employees on
the telephone or Internet, or 2000 employees, this
book is a great addition to your business and your
Other Call Center Management items of interest
Are you overworked, unappreciated and
under-resourced? This book understands you, and
provides years and years of User Support experience
packed into one volume. The 'How To' book that every
IT department needs, it will help turn your helpdesk
into a company asset. How to be successful at probably
the most stressful job in IT
Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.
Susan Hash is Editor-In-Chief of Call Center
Management Review. She is author of Guide to
Customer Service Teams and How to Hire the Best
Service Professionals. She has been a business
journalist for more than 15 years, and has received
notable journalism awards for reporting on the
customer service industry.
Reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. Creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment. Softcover.
Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff.
This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment.
Service & Call Center
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