Rating: 
Summary: Indespensable sales tool
Review: A book on sales techniques that's entertaining? Stop laughing, it's true! Coen teaches you how to run an effective call center without the book reading like a textbook. He weaves personal stories into his techniques to entertain and inform. It's a rare combination and it works.
Rating:
Summary: You need this book!
Review: After reading building call center culture, I'm convinced my managers and team leads can create a world-class environment for our agents. The book deals with real-world people situations in the call center, and it tackles the communication issues we all face when supervising people.
Rating: 
Summary: If you can stomach the awful writing ....
Review: and have limited experience in call center management, then this book may be of some value. If you are a reasonably experienced supervisor or manager in a decent organization, this book will be of little to no value. If you are new to management in a call center, and don't feel you've been part of quality organizations in the past, you may glean a few best practices from this book.The writing though is truly wretched. Words are embarrassingly misused throughout the book, and the overall writing quality is poor enough to be a constant distraction. This book is only for the truly desperate. There are so few books specifically on call center management, I decided to order this for myself without reviewed a copy. It was a mistake. Note that the book is self-published by the author. No reputable publisher would have published this.
Rating:
Summary: Proven, usable, a must read for call centers in any market
Review: Dan Coen covers real life scenarios and offers sound alternatives. Following the mehtods in the book have helped decrease rep turnover and increase our close ratio on all of our campaigns!!
Rating:
Summary: Repetitive and All Common Sense
Review: I am a CRM consultant who bought the book to round out his knowledge of call center operations. It is very folksy but is not the least bit stimulating. This book might be valuable but only if you are a hands-on call center manager with zero people skills. It is also a VERY boring read.
Rating:
Summary: A terrific book!!
Review: I found this book to be right-on-the-money. It covers people to people skills real well. The book is all about call center supervision. It's real life. More importantly, there are literally dozens of fantastic tips that call center managers can utilize to manage and motivate their teams. I found Building Call Center Culture to represent every call center I've ever been in!
Rating:
Summary: Very Informative Book
Review: I found this book to be right-on-the-money. It covers people to people skills real well. The book is all about call center supervision. It's real life. More importantly, there are literally dozens of fantastic tips that call center managers can utilize to manage and motivate their teams. I found Building Call Center Culture to represent every call center I've ever been in!
Rating:
Summary: Very informative!
Review: I manage call center agents and I found the motivational tools and training programs to be very helpful. There are several books about call centers that I have read. This book speaks directly to the call center manager.
Rating: 
Summary: Helpful for newbies like me
Review: I'm a new call center director, and have enjoyed this book, and taken it to heart. I plan to use a lot of the ideas in the book in our call center. It has accelerated my knowledge by years, probably. I'll probably make fewer mistakes thanks to the insights he relates.
Rating:
Summary: Helpful for newbies like me
Review: I'm a new call center director, and have enjoyed this book, and taken it to heart. I plan to use a lot of the ideas in the book in our call center. It has accelerated my knowledge by years, probably. I'll probably make fewer mistakes thanks to the insights he relates.
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