Call Center Must-Read Book List

[Moderator]

In this edition of Observations-on-Operations, we discuss learning as an essential aspect of being successful in your call center job. Trial and error is one means of learning. Most call center professionals start with the trial and error method. Experience suggests that reading a few excellent books on the subject go far to provide the understanding and insight.

We invite you to share your call center must-read book list.

Share your thoughts on the topic above by clicking on "Post Reply" below. (You must create a user name and password before you can respond. Click on "register" to begin.)

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Moderator
CallCenterOps.com
"Resources for Real-Time Operations"

[QA Queen]

Customer Service for Dummies - Leland/Bailey
Call Centers for Dummies - Bergevin
Call Center Staffing: The Complete, Practical Guide to Workforce Management - Reynolds
The Call Center Handbook - Dawson

[NBosch]

Well... since most of the results in our environment, depend on people, I would like to stick to some excellent management books, that helped me a great deal

,, The 1 minute manager " by Kenneth Blanchard
,, Managerial Leadership 2002 " by Peter A. Topping
,, The Secrets of Management " by Simon Templar

Oh yes, you can be a great CC manager without them... they just make life a bit "easier" :)