Call Centres can be successful!

Managing a call centre has become a topic that makes people gasp for air, grab their heads in desperation and shout for help. Many managers have seen the end of a successful career the moment they become the call centre manager because normal management practices don’t necessarily work in a call centre environment.

The author recognizes the fact that a call centre is a people-intensive environment and talks to all the crucial aspects for successful people management. She addresses the most important aspects of the day-to-day management of a call centre in a simple, clear and empowering manner.

This book will provide you with principles that are easy to use, questions that will help you determine your challenges as well as ready-to-use templates. A must read for call centre staff on all levels focusing on future customer service