Seven call center must-read books for 2016

Spoken | August 9, 2016

Seven books that will keep you and your call center at the top of your game

In some ways, call centers and customer care never seem to change. In other ways, the industry is constantly changing, and it can be a challenge to find the time to keep up with it. So, as an early holiday gift, we thought we’d share withbooks.png you our top picks of Good Reads for customer care and call center aficionados.

  1. Call Center Agent Motivation and Compensation, the Best of Call Center Management Review: The Best of Call Center Management Review By Brad Cleveland. This updated version focuses on strategies used by top call center managers to motivate their agents as well as effective reward and compensation programs.
  2. Call Centers for Dummies. Mock the title all you want; we keep these in stock and give them to our new recruits to get them up to date on technology and industry trends in the call center.
  3. Performance Dashboards: Measuring, Monitoring, and Managing Your Business by Wayne W. Eckerson. A host of tips and techniques on how to use dashboard technology to optimize business performance.
  4. Operations Strategy In Action: A Guide To The Theory And Practice Of Implementation by Kim Hua, Rupert L. Matthews. Excellent read for an overview of operations strategy with a focus on implementation.
  5. The Service Level Agreement SLA Guide – SLA Book, Templates for Service Level Management and Service Level Agreement Forms. Fast and Easy Way to Write Your SLA by Gerard Blokdijk, Ivanka Menken. This SLA guide is filled with hints, tips and guidance on how to successfully implement SLM and contains several Service Level Agreement Forms giving you a fast and easy easy to write SLAs.
  6. A Manager’s Guide to Virtual Teams by Yael Zofi. A solid roadmap for managing all the challenges of managing teams working remotely exploring the four most critical elements to team success.
  7. Six SIGMA Demystified: A Self-Teaching Guide: A Self-Teaching Guide by Paul A. Keller, Thomas Pyzdek. The authors describe helpful tools for Six Sigma teams, identifying their uses, limitations and applications during multiple stages of DMAIC.
  8. VoIP Deployment for Dummies by Stephen P. Olejniczak. The title says it all; this is basically your crash course in VOIP implementation written by an expert with real-world experience.

There were too many to choose from, but if you read these eight books, you’ll be in the know for 2016. If you’d like to read more, here is a more extensive list. We picked these as our favorites because they cover the basics of technology, analysis and motivation in the call center.

Got a favorite book you think we missed? Mention it in the comments!

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