Books on Call Center Management

There's a wealth of great information out there on successful call center management. Here are a few samples that recently caught our eye:

• 180 Ways To Walk The Customer Service Talk
  by Eric Harvey and The WALK THE TALK Team
  56-page softcover
  ISBN: 1885228-34-1
  www.walkthetalk.com

Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone to "walk the customer service talk." Here's a sample:

#21. DON'T KNOW? FIND OUT! If you don't know the answer to a customer's question, don't offer a guess ("I think ..."). And never end the issue with, "I don't know" or "I'm not sure." Always conclude with: "... but I'll be happy to get that information if it would be helpful for you." If they do request an answer, get it and get back to them promptly. Even if they say "don't bother," get the answer anyway and get back to them. They'll appreciate the extra service, and you'll have the correct answer for the next time the question is asked.

• 2000 Agent Staffing and Retention Study Final Report
  Call Center Management Review
  www.incoming.com/s1other.html

Call Center Management Review recently conducted a survey to examine agent staffing and retention practices in the U.S. call center profession. A total of 186 call centers participated in the study, which was completed in April 2000.