Advice from a Call Center Geek: Rethinking Call Center Operations Paperback – August 21, 2018

Love the outlook, I gained so much in-site. I have implemented many of my takeaways I learned. Great book, easy read!

This book is changing the culture of our call center. We are taking many of the ideas and implementing them into our daily operations and changing the focus of how we do business. I am so glad I stumbled upon this easy to read book and can start using the advice right away. Thank you!!

I highly recommend this book for Call Center Managers. It was an easy and informative read that touched on key points in the running of a Call Center. I bought 10 additional books for my team of Supervisors and Managers, they all will get a lot out of it.

As a product manager who devises call center solution, I have to say this book is incredibly shallow. All it talks about is abstract Do’s and Dont’s without real/actionable solution. For example, it proclaims that one should not focus only on metrics (e.g. service level, average talk time, etc.) but rather focus on gaining customer loyalty and making them an evangelist of the product. But it never touches on “how” (I also think it’s far-fetched to associate customer service metrics with customer loyalty. No practical business owners will/can use customer loyalty as the success metrics for call center). The book is basically a chicken soup without salt or spoon.

Not a lot of new concepts if you are experienced in the industry but would be very helpful for first time leaders.

Many thoughtful conclusions. Principles to lead by in the ever changing Financial Services industry Call Center world. Everyone can pick something up.

I recommend it!

This book is extremely well done. It was clearly written by someone with extensive experience in the industry. The book is insightful and provides ideas you can implement immediately into your own call center.

A boom recommended by a Friend , tons if good tips, I highly recommend this book to call center managers