Business School Essentials for Call Centre Leaders

Running a successful call centre operation is like running a business. The leader of the business must have skills in strategic planning, organisational design, financial management and decision making business process improvement, risk management and more. In addition there is much today’s call centre executive needs to know about staff planning and management, workplace design and acquiring and making the most of call center tools and technologies. This book is essential reading for all Call Centre Managers.

Call Center Supervision: The Complete Practical Guide to Managing Frontline Staff

The most important resource that any call center has is its people. Customer relationships can be made or broken by one single interaction, so much is riding on the shoulders of the frontline staff. Managing these call center staff requires specialised 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

Call Center Staffing: The Complete Practical Guide to Workforce Management

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. A must have guide for all workforce planners

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 retention. It also demonstrates the impact that each person has on speed of answer, efficiency and cost in the call center. This is a book that you’ll want in the hands of all your frontline staff