Books, Columns & Downloads
The Power of One
The Power of One, by Penny Reynolds. This book will help frontline staff understand the power they have to do two things - make a tremendous difference in a customer's experience with the organisation and contribute significantly to the effective operation of the centre.
$9.95 + GST. Shipping and handling addtional
Call Center Supervision
Call Center Supervision - The Complete, Practical Guide to Managing Frontline Staff, by Penny Reynolds. This book is designed for anyone that manages people in a call centre. It provides over 100 tips and strategies for maximising the performance of call centre employees. Penny Reynolds is a Founding Partner of The Call Centre School and is a widely recognised authority in the area of call centre management.
$59.95 + GST. Shipping and handling addtional
Business School Essentials
Business School Essentials - for Call Center Leaders, by Maggie Klenke. This book is a compilation of business school basics applied to the specialised world of call center operations. Maggie Klenke is a Founding Partner of The Call Center School and is a widely recognised authority in the area of call centre management.
$59.95 + GST. Shipping and handling addtional
Call Center Staffing
Call Center Staffing - The Complete, Practical Guide to Workforce Management, by Penny Reynolds. This book "explains the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call centre."
$59.95 + GST. Shipping and handling addtional
Customer Centricity through Workforce Optimization
Customer Centricity through Workforce Optimization, by Bill Durr. This book "offers contact centre managers a detailed roadmap for transforming the workplace through workforce optimization. Whether you are new to contact centres or an industry veteran, you'll learn key concepts that will help you to take your centre to the next level of performance and get the most out of your most valuable resource your people."
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