Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff [Paperback]

Penny Reynolds (Author)

Book Description

Publication Date: December 2004

The most important resource that any call center has is its people. Customer relationships can be made or broken by one single interaction, so much is riding on the shoulders of the frontline staff. Managing these call center staff requires specialized skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service.

Call Center Supervision The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a call center. It is a compilation of over 100 tips and strategies for maximizing the performance of call center employees. Topics include:

- Supervisory roles and responsibilities
- Developing a staffing plan
- Recruiting and hiring
- Orientation and training
- Key performance indicators
- Defining performance standards
- Measuring individual performance
- Diagnosing performance problems
- Fundamentals of coaching
- Motivating for performance
- Retention strategies
- Technology overview
- Common labor and personnel issues

Editorial Reviews

About the Author

Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center operations and management. As an active consultant and senior faculty member with The Call Center School, she instructs thousands of call center professionals each year in the art of call center operations and people management. She has written numerous other books and writes frequently for industry publications.

Product Details

• Paperback: 228 pages
• Publisher: The Call Center School Press (December 2004)
• ISBN-10: 0974417920
• ISBN-13: 978-0974417929
• Product Dimensions: 8.9 x 6 x 0.6 inches
• Shipping Weight: 14.4 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #163,961 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars Excelent book, August 12, 2007

By 

Carlos Paredes (Ecuador) - See all my reviews

This review is from: Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff (Paperback)

This book is very practial and excelent guide for people that manage people in a call center.

5.0 out of 5 stars A must-read for call center supervisors and management, January 23, 2008

By 

D. Freeman - See all my reviews

This review is from: Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff (Paperback)

This excellent resource that covers the most critical areas of call center management in an easy-to-read format. It is well-written by someone who has worked in this industry and understands call center technology, call center performance management and quality monitoring. A must-read for anyone in a call center management position.