Call Center Management Training Courses, Books, Videos

Home Help Desk Books Call Center Management Tech Support Resources Contact Center Technology Online Support Customer Satisfaction Knock Your Socks Off Service Help Desk Institute Telecom Books Communication Skills Call Center Monitoring Metrics & Benchmarking CRM Hiring, Training, & Retention Motivation & Compensation Outbound Telebusiness Novelties, Gifts, & Humor Bargain Books (50% off) Seminars Subject Index Catalog Index Email the Librarian Ways to Order Shipping Options	Call Center Management Seminars, Books & Videos Also see these related catalogs: Customer Support Performance Measurement, Metrics, and Benchmarking
	Seminars Call Center Manager Certification Training, 3-day training seminar and certification exam. Brush up your most important call center management skills and update your vision for building and leading a highly qualified team in accordance with current best practices. For details, Call Center Metrics, Analytics, & Reporting, 3-day seminar This seminar will equip you with a methodology for creating and using metrics that help you manage your call center and drive positive behaviors. For details, Essential Skills and Knowledge for Effective Incoming Call Center Management, 2-day seminar Learn the details of each and every critical factor in successful call center management. Come prepared for serious learning. This class covers everything! For details,
	Books
Click on cover for contents	The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation by Donna Fluss, hardcover, 221 pages, 2005, $27.95 The Real-Time Contact Center lays out the strategy for the next generation of contact centers, presented from the perspective of a practitioner turned strategist. It addresses strategy, best practices, technology, management, people, and process, as all must be in sync for a contact center to be world class, and represents years of study and analysis of all aspects of contact centers - from the most mundane to the most challenging, including how to convert cost centers to profit centers and what systems and training are required.
Click on cover for contents	Managing and Motivating Contact Center Employees by Malcolm Carlaw, Peggy Carlaw, Vasudha K. Deming, and Kurt Friedmann, 297 pages, 2003, $34.95 This book was written to give you detailed advice for coaching your contact center agents to deliver outstanding service. Stay tuned! In each chapter you'll find sound advice for managing and motivating your staff, and you'll also be given tools that you can use immediately in your day-to-day managerial functions. Our objective in putting together this book was to give contact center managers not just knowledge that could eventually be turned into expertise, but rather an abundance of information and resources that directly deliver that expertise.
Click on cover for contents	The Customer Care and Contact Center Handbook by Garry Schultz, 271 pages, 2003, $45.00 This book covers some of all-too-often neglected foundation topics: contact center business planning, standard operating procedures, performance metrics, staff development, automation goals and objectives, and more.
Click on cover for contents	Call Center Operation: Design, Operation, and Maintenance by Duane Sharp, 303 pages, 2003, $46.95 This book describes the evolution of the call center, analyzes the technologies that have contributed to its growth, and describes the technology tools available. It also provides guidelines for the development and implementation of a call center as well as the management of the facility, and it strongly emphasizes the human factors that can make a call center a successful operation.
Click on cover for contents	Call Center Benchmarking: How Good is "Good Enough"? by Jon Anton & David Gustin, 84 pages, 2000, $43.95 Benchmarking can be effective at every level within your organization. But, today's companies have an ever increasing amount of data available to them, and it can be very difficult to see the forest for the trees. This little book focuses on how to selectively choose areas within your call center that, through benchmarking, you can maintain your call center's competitive advantage in your industry.
Click on cover for contents	Call Center Operations, by Charles E. Day, softcover, 486 pages, 2000, $65.00 This weighty reference book addresses virtually every call center management topic, with an emphasis on technologies. You will learn to integrate telephone services and computing with efficient technologies, and how to link databases, call handling, workstations, GUIs, legacy systems, software packages, and networks. Everything from exploring practical, profitable applications of CTI in depth ,to test-running a call center with out-of-house resources. Click on the book cover to see the wealth of topics addressed in this book.
Click on cover for contents	Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing by Brendan Read, softcover, 362 pages, 2005, $36.95 This all-in-one guide discusses all aspects of designing and building a successful call center -- the architectural design, location, cost, performance, setup time, and legal and regulatory issues. The author also discusses your best asset -- the people working in the call center -- and their needs and requirements.
Click on cover for contents	Call Center Performance Enhancement: Using Simulation & Modeling by Jon Anton, Vivek Bapat, & Bill Hall, softcover, 134 pages, $48.95 When optimizing call center performance, using Erlang tables to balance scheduling and service level is just the tip of the iceberg. What tools are available to help you determine when to consolidate multiple call centers? Or how to handle call overflow? Or how to respond to web-based inquiries and their impact on inbound call volumes? The next step beyond running calculations is running simulations. This book will show you what it's all about.
Click on cover for contents	Call Center Management on Fast Forward, 2nd Edition by Brad Cleveland and Julia Mayben, 440 pages, 2006, $39.95 First edition available in Spanish and in English audio cassette format, too! Click on the cover to learn more. It's rare that we are at a loss for words, but... we can barely put into words how terrific this book is. Wow! Here's one career call center managers should read cover to cover. Authors Cleveland and Mayben prove that proper call center management can be closer to science than art. Trust us on this one: If you have, or expect to have, a large complex call center, we guarantee you'll love Call Center Management on Fast Forward - or your money back.
Click on cover for contents	Call Center Continuity Planning by Jim Rowan, hardcover 3-ring bound with CD, 421 pages, $349.95 "Continuity planning" -- another term for disaster recovery -- is a topic that should be of great concern to every call center manager. Suppose that a fire alarm rings. Is that a disaster? If it takes as little as a half hour, or up to an hour and a half, for reps to return to the phones, will your customer base and your business be able to withstand the disruption? This very special manual walks you through the process of developing a continuity plan for you own center. Disasters will happen. It's up to you to be prepared for them.
Click on cover for contents	Call Center Savvy by Keith Dawson, softcover, 208 pages, 1999, $19.95 Author Keith Dawson takes a bird's eye view of the call center business based on years of practical experience: Where the technology and operations practices are headed and why, and how call center management will change in the years to come. Insightful.
Click on cover for contents	Maximizing Call Center Performance by Madeline Bodin, 137 pages, 1998, $19.95 This book gives you ideas for leveraging call center technology that you can put to work immediately. Full of innovative solutions used in a variety of industries for customer service, technical support, help desk, billing, and collections, it also focuses on practical applications for cutting-edge technologies such as call blending, CTI, kiosks, the Internet, and virtual call centers. A treasure trove of what some of the best call centers have done to improve performance.
Click on cover for contents	The Call Center Handbook by Keith Dawson 246 pages, $34.95 While many call center guides take a soup-to-nuts approach to help desk issues, this new handbook stands out from the crowd. Keith Dawson's Call Center Handbook presents the most comprehensive coverage of call center technology that we've seen yet. Just glance through the table of contents and you'll see what we mean.
Click on cover for contents	The Call Center Dictionary by Madeline Bodin & Keith Dawson, 3rd Edition, 227 pages, $22.95 This helpful guide is more than a dictionary. Providing 1,200 entries from A to Z, authors Bodin & Dawson provide not only definitions, but explanations. For a mere $22.95 this book is a "must have" for every call center manager's bookshelf.
	Training Videos
Click on cover for contents	The Call Center Professional Video Library by Richard Feinberg and Jon Anton, 8 DVDs, $380 (or $55.95 each). Optional, but highly recommended Facilitator's Guide, $160 Call center reps need - and want - professional training. But, with tight budgets, how can you afford to send everybody to all the seminars they need? Here's the answer! Now reps can attend the entire series of seminars offered by the Purdue University Center for Customer-Driven Quality on site at your location with the Call Center Professional Video Library.