Dear collegues!
Could you recommend me two really good books: the one for call centre agents and the other one for supervisors and managing staff? The book must contain lots of practical tips and ideas. Many thanks. Tania
call-centre books
Call Centre Helper Forum » Call Centre Life
(4 posts)
Posted 2 years ago
Tania
I'm afraid that I cannot help too much on this. I tend to read most of my advice for this online.
A quick search of Amazon reveals these two books as coming up quite high in Amazon's ratings
The Call Center Handbook - Written by Keith Dawson
Managing and Motivating Contact Center Employees by Malcolm and Peggy Carlaw
I have not read these books but I wonder if any of our readers will be able to help?
Posted 2 years ago
My view for the same is, that no book can really be a step by step assist in that sense. It is an extremely real time industry and i feel keeping abreast with the latest news on the web, including the call centre helper will get u more practical tips than a book per se
Posted 2 years ago
I have just started reading Managing and Motivating Contact Center Employees and have found it to be pretty good. Not super deep, but it seems so far to be a good read. I think that many of the questions asked throughout the chapters of the book beg for a much more thorough investigation. ie. Chapter 2. The Look and Feel (A chapter about the setup of your call centre) - Chapters like this could be a book in themselves.
But like I said, so far so good. I figure if I even get one good idea from this book that increases my call centre's performance it will have been worth the time I spent reading it.
Posted 2 years ago
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