101 Lessons for GREAT Call Center Management subscribes to the premise that great ideas can be taught in a SIMPLE and FUN format. The book and its content are inventive, creative and innovative. 101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center.
Best of all, each lesson is meaningful, important, and even critical to call center management and operations. Take one lesson and dream up dozens of ways to use it in your business. Readers will be enamored by how such a quick lesson on one page can be so pertinent to practical and daily call center management.
Call Center managers, trainers, team leaders and executives will enjoy each lesson. Teams of management should study and use each lesson in groups, develop programs and packages around it, and deliver initiatives to the organization. Utilize the lessons in morning staff meetings. Share the ideas with other departments. Most critically, USE the materials! So simple, yet so powerful.
Enjoy a special book focused on the people side of contact centers. We call it "Human Engineering". Terrific ideas for supervising people, driving sales and service and building operations in your inside sales or customer care contact center. A truly useful and fun read at a wonderful price.
