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BooksChange Management Zapp!Empowerment may be an over used term but at the core of the concept is the stuff that is essential in making your Call Center Operation a high performing operation. Short and easy read.
 Posted: January 23rd, 2007 under Books, Resources. Change Management
Posted: January 18th, 2007 under Books, Resources. CallCentreOps Forum: share advice, get answers from peers. Change Management
Posted: January 17th, 2007 under Books, Resources. Change Management Who Moved My Cheese
Managing change is a constant theme in Call Center Operations and change is a core theme here at CallCenterOps. This is the most refreshing book on change. A must read.
Posted: January 8th, 2007 under Books, Resources. Call Center Best Practices and Benchmarking Best Practices in Call Center Management, Operations and Technology Benchmarking ReportBenchmarking data gathered from 120 call centers. Full of key learning and practical advice from call center managers – concise and easy to read.
Posted: December 29th, 2006 under Books, Resources. Call Center Best Practices and Benchmarking Breakthrough Customer Service – Best Practices of Leaders in Customer Support
Outlines leading ideas and practices in customer service and customer support.
Posted: December 29th, 2006 under Books, Resources. Call Center Best Practices and Benchmarking Best Practices : Building Your Business With Customer-Focused Solutions
Conclusions from Arthur Andersen’s extensive research into best practices in customer service, cost management and much more.
Posted: December 29th, 2006 under Books, Resources. Call Center Best Practices and Benchmarking Call Center Benchmarking (Deciding If Good Is Enough)
A book that explains benchmarking call centers and how to develop a self-assessment for your operation.
Posted: December 29th, 2006 under Books, Resources. Human Resources A Manager’s Guide to Hiring the Best Person for Every Job
Truly a manager’s guide for hiring the best!
Posted: December 29th, 2006 under Books, Resources. Human Resources 96 Great Interview Questions to Ask Before You Hire
This is more than a quick reference guide. The author outlines why it is important to ask certain questions and what to look for in the interviewers response.
Posted: December 29th, 2006 under Books, Resources. |
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Relationship Management news of the week and emailed every Friday. Get help with your technical purchasing decisions. See what's new in our white paper library.
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