Building Call Center Culture
Author: Dan Coen
List Price: $24.95
Our Price: Click to see the latest and low price
ISBN: 0966043626
Publisher: DCD Publishing (January, 2001)
Sales Rank: 33,566
Average Customer Rating: 4.4 out of 5
Customer Reviews
Rating: 5 out of 5
Right on the money!
Until this book, I had not read a call center management book that was so right on the money. This book deals with supervising people. I manage a team, and the things that happen in my "real life" are talked about in the book. Building feedback, putting together teams, creating contests and supervising new reps. It's all here. Very well done! A real targeted book about the human aspect of the call center.
Rating: 5 out of 5
A must read for anyone in the business!!!
I've read this book twice and took notes the whole way through. Very well written. It's clear the author understands the call center inside and out. His techniques on how to supervise people are well thought out. The books deals with the human element of call centers, and that's what the call center is all about. Very on the money! I'm buying copies for my team leads."
Rating: 4 out of 5
Helpful for newbies like me
I'm a new call center director, and have enjoyed this book, and taken it to heart. I plan to use a lot of the ideas in the book in our call center. It has accelerated my knowledge by years, probably. I'll probably make fewer mistakes thanks to the insights he relates. Similar Products
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Book Index