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The most important resource that any call center has is its people. With much riding on the shoulders of frontline employees, managing these staff effectively is one of the call center supervisor's most important jobs.

Leading and managing call center staff requires specialized skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service.

Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a call center. It is a compilation of over 100 tips and strategies for maximizing the performance of call center employees.


Topics include:

- Supervisory roles and responsibilities
- Developing a staffing plan
- Recruiting and hiring
- Orientation and training
- Key performance indicators
- Defining performance standards
- Measuring individual performance
- Diagnosing performance problems
- Fundamentals of coaching
- Motivating for performance
- Retention strategies
- Technology overview
- Common labor and personnel issues

Price: $39.95
(plus tax and 12% shipping/handling in U.S.)

Shipping is via US Postal Service first-class mail with delivery expected within 5-10 business days.

Please call us at 615-812-8400 if you require expedited or overnight shipping.

For International shipments, all of our books are offered on Amazon.com.