Customer Reviews

101 Lessons For GREAT Call Center Management

5 star:		(7)
4 star:		(0)
3 star:		(1)
2 star:		(0)
1 star:		(0)

 

 

I plan to use alot of the ideas in this book. Each lesson is short and succinct, I like that. Easy to read, easy to understand, terrific price. And even though the lessons are short they are so critically important to managing the call center. Lesson 40 is of particular interest. We never thought of developing sales training modules that can be used over and over, like one a week for 12 weeks or something like that. Great book, great ideas, highly recommend it.

This book is full of ideas, ideas, ideas. Each page opens up more ideas for our call center. Very cool! Love the book!

The book is really "on-the-money" for call center managers. Really terrific ideas and lesson plans and totally specific to supervising people. Really enjoyed the cartoons. Would recommend it to all call center managers. And, the price is right on at $9.95. I particularly like that each lesson has meaning. They are short but really meaningful.

I love the book, its ideas and its clear concepts. We should absolutely be doing this in our call center-every call center should be doing this stuff. I am going to get copies for all the call center management team members in our company.

This is a good book, with some simple tips to improve a Call Center Management.
Could have some real examples to help defend some of the ideas.

This book, along with all of Dan's other books, simply work. If you are part of any inside selling, call center, or customer service environment you really need to buy this book. About a year ago our inside sales department started to actually execute on Dan's teachings...and guess what? We ended the year up more than 21% vs the prior year and outperformed the entire company in nearly all categories. Get this book, and then execute on what it teaches. It just works.

I don't write too many reviews but had to drop a note. First, the book has so many great ideas, each lesson could be built upon in any call center, and there are 101 of them. Second, because each page is a lesson it is really enjoyable to read. Not difficult at all, but don't be fooled, because after reading a lesson it opens up so many great ideas. I want to get lessons 7, 19 and 83 done quickly in our call center, asap. I really appreciate the ideas, it is a great book.

A great price and a phenomenal book. I highly recommend it. It is so unbelievably innovative. I do training for inside sales executives. Each lesson has encouraged me to think, big time, about how to bring that lesson to my inside sales group. I literally have dozens of ideas on more than half of the 101 lessons. I give Dan Coen credit, he hit a homerun with this book.