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Building Call Center Culture
Price: $59.81 Prices subject to change.
Availability: Usually ships in 1-2 business days
Binding: Paperback
Dewey Decimal Number: 658
EAN: 9780966043624
ISBN: 0966043626
Label: DCD Publishing
Manufacturer: DCD Publishing
Number Of Items: 1
Number Of Pages: 200
Publication Date: 2001-01
Publisher: DCD Publishing
Studio: DCD Publishing
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Customer Reviews
Average Rating: 
Rating:  - Excellent Information
This is a terrific book for call center managers. It has more detailed information in it then I ever expected. Call Center Management is a challenge. It isn't easy supervising people who never wanted to do this job in the first place. Throughout the book I came away extremely impressed with how many contests, management practices programs and games can be utilized to build a better culture for the call center. Among other things I was amazed at the detailed information. It's clear the author ... Read More
Rating:  - Good material but not so good writing
This book needs an editor as the author often belabors the point. As a result I lost interest after chapter 3. It's a lot of work to read this book!
Rating: - 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.
Rating: - Very informative!
I manage call center agents and I found the motivational tools and training programs to be very helpful. There are several books about call centers that I have read. This book speaks directly to the call center manager.
Rating: - Very pertinent to call center management
The ideas are perfect for building a call center management program. We love the performance development plans, the coaching techniques, etc.
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