Call Centers For Dummies 2nd Edition

I have been working in centers for 15 years and every new center I start, I buy a few copies of this book for my team. The 'dummies' format makes it a very easy read and Real does a great job in making this book relevant for all types of call centers.Even if you are experienced or new to the industry, you need this book in your library.

Excellent resource for all involved in a Call Center from agents to executive management. Presents complex concepts in a thought provoking manner and for those inclined to pursue a topic further this is the appropriate text to start with. I highly recommend the book and I use it myself as a referrence tool to manage a Healthcare call center.

I've worked in mid-management in several call centers that fall into a very specific niche. When I was looking for a new job, this book was super helpful in filling in the blanks in areas I didn't deal with regularly in my other positions. It also served as a great refresher for interviews.It's written for people that need to know more about call centers, obviously. However, it is about as entertaining and readable as a book on call centers can be.And now that I have landed my new position, this book is helpful in thinking about implementing new programs and incentives for my call center agents. Recommended.

This series is wonderful and this book is no different. Just what you would expect.

Very helpful to me in my entering the world of call centers. This was very helpful to a noob like myself. I was able to understand the industry as a whole better, and understand my part in it.

Not as informative as I would have liked, but then again it's a 'For Dummies' book. I wish it would have gone more into report analysis and call center technologies.

I was consulting and needed to get up to running speed on call centers. This book was very helpful in addition to real world experience. This appears to be a supervisor or manager level book.

reviewed the product to determine if it would be helpful for a newbie needing to learn call center basics. I found it helpful but the manager needs to learn the basics first.