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BooksEmail Skills Elements of E-mail StyleA good ‘get started’ resource for understanding email etiquette.
 Posted: December 21st, 2006 under Books, Resources. Leadership Virtual Leadership
Although published in 1996, it provides great advice on managing teams that are geographically dispersed.
Posted: December 14th, 2006 under Books, Resources. CallCentreOps Forum: share advice, get answers from peers. Leadership Leadership IQ
Looking for a how-to leadership book based in thorough research? Leadership IQ provides you with the skills and examples to be an highly effective leader. Call Center Operations tax every leadership skill you have. This book gives you a leadership model to follow throughout your career.
Posted: December 14th, 2006 under Books, Resources. Leadership Reflections on Leadership : How Robert K. Greenleaf’s Theory of Servant-Leadership Influenced Today’s Top Management Thinkers
Another CallCenterOps favorite. Greenleaf was a Quaker. His essays on leadership will help you achieve your best in a day when you hear “it’s all about me”.
Posted: December 14th, 2006 under Books, Resources. LeadershipReflections on Leadership : How Robert K. Greenleaf’s Theory of Servant-Leadership Influenced Today’s Top Management Thinkers
Another CallCenterOps favorite. Greenleaf was a Quaker. His essays on leadership will help you achieve your best in a day when you hear “it’s all about me”.
Posted: December 14th, 2006 under Books, Resources. Leadership First Break All the Rules
Research on what makes a great manager that comes from real people who excel at leadership. The authors surveyed over 80,000 managers and discover some key traits that enable a manager to become a great manager.
Posted: December 14th, 2006 under Books, Resources. Leadership John P. Kotter on What Leaders Really Do (Harvard Business Review Book)
Kotter has studied leadership. This book provides excellent advice on leadership. A CallCenterOps favorite.
Posted: December 14th, 2006 under Books, Resources. Leadership The 21 Irrefutable Laws of Leadership : Follow Them and People Will Follow You
John C. Maxwell has done exactly that in The 21 Irrefutable Laws of Leadership. He has combined insights learned from his thirty-plus years of leadership successes and mistakes with observations from the worlds of business, politics, sports, religion, and military conduct. There is also a Study Guide Edition.
Posted: December 14th, 2006 under Books, Resources. Leadership Fish! A Remarkable Way to Boost Morale and Improve ResultsRead about the basics of what helped to turn around a fish store. The principles are excellent lessons on how to boost morale and improve results. It will work for your call center.
Posted: December 14th, 2006 under Books, Resources. Customers Real Time: Preparing for the Age of the Never Satisfied Customer
Call Centers are about meeting the real-time need of customers. McKenna’s work will help you better understand the needs of your customers. McKenna authored a previous title Enterprise One to One: Tools for Competing in the Interactive Age. This original work plus Real Time are worthy of reading.
Posted: December 14th, 2006 under Books, Resources. |
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