Rating: 
Summary: great for all levels
Review: this book is a great book for anyone involved with inbound call centers and a MUST for call center management.
Rating:
Summary: Book for all business people
Review: This book is for everyone in the business world, not only for call center managers. All organizations of all sizes are closing the gap between businesses and customers. And the main customer contact point, call center, is coming into a spotlight as the centerpiece of businesses. This book introduces readers to call center management practices, the good and the bad. It also point out the factors that are changing call centers, their functions and people who work in them. Its insight into some of the technology changes help readers grasp their importance in the context of everyday operation. Fast reading.
Rating:
Summary: OUTSTANDING!!!
Review: this book is incredible!! Not only have I learned vital priciples of call center management, but it has helped me find many effective ways to help my call centers run more effectively. It is full of formulas and process to help brian-storm management ideas. This book is an absolute must for every call center manager.
Rating:
Summary: SUPERB!!! I Reference this book almost DAILY!
Review: This book is like a "Call Centers for Dummies" meets "Everything You Ever Wanted to Know About Call Center Management But Were Afraid to Ask!". This is an educational to that can lay the ground work for an aspiring call center manager or hone the skills of the most experienced call center manager. Very well written and comprehensive book that almost acts as a call center efficiency consultant. I have put together presentations for senior management based on material in this book that made jaws drop. Thanks to this point of reference I have been able to make many positive changes in my call center's reporting, forecsting, and performance measurement tactics. If you are thinking about dishing out a couple grand a head for offsite training I would highly recommend trying this book first and saving your budget!
Rating:
Summary: This book should be read by anyone working in a Call Center
Review: This book provides you with a complete understanding of the dynamics of a call center. Anyone working in a call center should read the book so they understand the different factors effecting the call centers performance. The book explains each factor and how to maximize all the factors together to obtain and excellent call center. I thought the book tied all the part together and allows me to have a clear picture of how a call center should operate.
Rating:
Summary: Excellent book to get started and graduate yourself
Review: This is excellent book to get started on concepts, key metrics in call center. I really liked the writting style and the way author has explained different concepts. I had no background in call center and I could comprehend almost all the concepts in this book.I would recommend this book to any one who wants to know concepts, metrics and KPI within a call center environment.
Rating:
Summary: Call Center Management ~On Fast Forward
Review: We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book. Well, the reviews were right. This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.
Rating:
Summary: Call Center Management ~On Fast Forward
Review: We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book. Well, the reviews were right. This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.
Rating:
Summary: Outstanding!
Review: When call center managers ask me which book will give the most insight into forecasting, scheduling and inbound call management, I tell them to read this one before any other. This book is by far the best in its class.
Rating:
Summary: An Excellent Tool for any Call Centre Employee
Review: Written in a clear, concise and logical format, this book is a superb tool for anyone in the call centre industry. Authors Brad Cleveland and Julia Mayben have successfully de-mystified much of the jargon and technical sides to running a call centre and their insights offer multiple means of improving customer service and agent performance.
| 
