How to Become a GREAT Call Center Manager [Paperback]

Dan Coen (Author)

Book Description

Publication Date: January 2004

The ideal book written directly for call center management.

A must-read for supervisors, team leaders, managers, trainers and executives.

Are you ready to manage your call center? The premise of this book is clear. When management understands the human initiative, and creates a roadmap that stresses performance through people, organizations and customers win.

How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management.

After every section there is a question to probe readers about their thoughts on call center management. And, throughout the book are worksheets to guide call center management and their development. Plus, the book contains 45 "quick strategies" for call center managers.

Become the best call center manager!

Editorial Reviews

Review

"Dan Coen knows call centers. He knows telephone sales, cross selling, call center management and marketing." -- Bill Nassir, Phone Ware

"Dan provides definitive management strategies and training programs to the call center-its people and its management." -- Gary Blaiser, Alert Communications

"Great books, wonderful marketing strategies, terrific team player. Dan Coen and his books are 100% outstanding!" -- Linda Hoffman, Image Advertising

From the Publisher

We are pleased to present How to Become a GREAT Call Center Manager by Dan Coen. It's all about the supervisors, trainers, team leaders and managers in the call center.

Dan did something special with this book. He added a question and answer session after each chapter to allow call center managers to apply what they have read to their own call center operation. And, there are worksheets throughout on how to structure new hire training and describing what managers should do in the call center.

This book is about the people in the call center and how management can do a better job supervising people. Great ideas. Wonderful tips. And 45 concise strategies at the end of the book for call center managers to think about-and implement-in their call center.

See all Editorial Reviews

Product Details

• Paperback: 152 pages
• Publisher: DCD Publishing (January 2004)
• Language: English
• ISBN-10: 0966043669
• ISBN-13: 978-0966043662
• Product Dimensions: 6.8 x 5 x 0.4 inches
• Shipping Weight: 6.4 ounces
• Average Customer Review: 3.7 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #911,912 in Books (See Top 100 in Books)
  • #64 in Books > Business & Investing > Marketing & Sales > Marketing > Telemarketing

Customer Reviews

Most Helpful Customer Reviews

16 of 21 people found the following review helpful:

5.0 out of 5 stars This is GREAT!, January 28, 2004

By A Customer

This review is from: How to Become a GREAT Call Center Manager (Paperback)

We ordered GREAT Call Center Manager after ordering Dan's other book Building Call Center Culture. How to become a GREAT Call Center Manager is wonderful. Very thought provoking question and answer sections about call center management. Worksheets that drill down to the call center manager and supervisor role. And 45 neat quick tips. I like it because it is all about the people, the managers and team leaders and supervisors and how to manage the call center well. Good job!

5.0 out of 5 stars Excellent training book, October 1, 2007

By 

Customer Service (Beverly Hills, CA USA) - See all my reviews

This review is from: How to Become a GREAT Call Center Manager (Paperback)

Love all the ideas. A real creative book on how to tacklE call center management. Had my team read one chapter each week and then we implemented programs from the chapter in our call center. Well done!

0 of 3 people found the following review helpful:

1.0 out of 5 stars Not good!!, June 1, 2007

By 

Eduardo Trejo Gomez "bookdude" (chih, mexico) - See all my reviews
(REAL NAME)   

This review is from: How to Become a GREAT Call Center Manager (Paperback)

the book talks about just a few things, and there are not really good examples or scenarios... not worth it, it is s .99 book