Building Call Center Culture: Strategies for Designing a World Class Performance-Based Environment Within Your Customer Contact Center

by Dan Coen

Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0966043626
• ISBN13: 9780966043624
• Release Date: January 2001
• Publisher: DCD Publishing
• Length: 200 Pages
• Weight: 0.65 lbs.
• Dimensions: 0.6" x 5.5" x 8.3"

Customer Reviews

Whats in a call center agents head?

This book does a great job of covering the various types of call center agents and their attributes. Invaluable information to someone who is interested in positively changing their call centers culture.

Right on the money!

Until this book, I had not read a call center management book that was so right on the money. This book deals with supervising people. I manage a team, and the things that happen in my "real life" are talked about in the book. Building feedback, putting together teams, creating contests and supervising new reps. It's all here. Very well done! A real targeted book about the human aspect of the call center.

A must read for anyone in the business!!!

I've read this book twice and took notes the whole way through. Very well written. It's clear the author understands the call center inside and out. His techniques on how to supervise people are well thought out. The books deals with the human element of call centers, and that's what the call center is all about. Very on the money! I'm buying copies for my team leads."

Very Informative Book

I found this book to be right-on-the-money. It covers people to people skills real well. The book is all about call center supervision. It's real life. More importantly, there are literally dozens of fantastic tips that call center managers can utilize to manage and motivate their teams. I found Building Call Center Culture to represent every call center I've ever been in!

Real Life!

This book is real life. I have spent 15 years managing call centers throughout the United States and Dan Coen puts it all on paper in a way everyone can understand. There isn't a manager out there that can't relate to what this book says about agents, upper management, and the environment of the call center in general. Dan uses analogies from sports to American history to get his point across, that building the proper culture will be the difference between a mediocre call center and a world class call center. Whether you are a seasoned call center manager or just starting out, this book is something that should be in your library. Dan tells great stories of his own experiences in the call center, such as the white-out story, that reminds me of the wild things that happen on the sales floor. Give it to your supervisors and team leaders to read. It can only help them.