Call Center Training - Books
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The Power of One - Frontline Fundamentals Book:
The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.
Power Phrasing - Frontline Fundamentals Book:
Power Phrasing: Winning Words for Effective Telephone Communications is a 35-page Frontline Fundamentals book. It is designed as an easy-to-read guide to help call center staff make the best possible word choices for customer conversations.
Call Center Staffing Book:
Call Center Staffing: The Complete Practical Guide to Workforce Management by Penny Reynolds is a 200-page book that takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center.
Call Center Supervision Book:
Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff by Penny Reynolds is a 228-page book designed for anyone that manages people in a call center. The book includes 100 topics designed to improve supervisory skills and performance of call center staff.
Business School Essentials Book:
Business School Essentials for Call Center Leaders by Maggie Klenke is a 248-page book designed to provide managers and leaders with the needed knowledge and skills to be successful in today's evolving call center environment. It applies business school basics to the world of call center operations.
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