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Online Customer Care: Strategies for Call Center Excellence:Michael Cusack saw a need to improve customer service to the point that it’s considered World class. |
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Building Call Center Culture:This book by Dan Owen goes beyond most management books as it captures the human element. You won’t read much about the technology side of call centers in this book, but you will learn some tough lessons in managing the human side of call centers, as Dan refers to it as “people supervision |
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Call Center Forecasting and Scheduling:Gary Barber, Brad Cleveland, and Henry Dortmans wrote this popular guide as a tool to understand and implement the principles in forecasting, staffing, scheduling, real-time reporting, and service level. When armed with the knowledge of how to successfully manage these aspects of business, more time can be spent elsewhere within the company to make improvements. |
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Call Center Recruiting and New Hire Training:The book comes from a group of experts that know the difficulties of finding qualified call center talent. Filled with articles, ideas, and theories this book will put you on top of recruiting and training qualified call center agents. Techniques are shared in turning an unqualified employee into a top notch performer within a call center company |
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Call Center Operations: Profiting from Teleservices:Written by Charles E. Day, this book is aimed at helping readers conduct business more successfully and become more lucrative. The book is intended to help people throw away all the garbage, and grasp the true underlying issues of running a call center while maximizing profits |
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How to Become a Great Call Center Manager:Dan Cone wrote this book to help call center management do the best job they possibly can. With genuine tools available within the book like worksheets and strategy guides, How to Become a Great Call Center Manager is designed to improve the skills of team leaders, supervisor, trainers, and managers |
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The Call Center Handbook 4 Ed:Written by Keith Dawson, this read offers the tools to starting, running, and even improving call center business. Learn which phone switch is the best match for your call center, or how to measure the performance of call center agents. This book offers in depth knowledge to CRM, voice processing, and call center peripherals. Starting and running a call center is hard work, luckily this guide will walk you through the entire process |
Call Center