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What Every Call Center Manager Needs to Know: Insider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran (Call Center Success series) - Softcover
Book 3 of 5: Call Center Success series
Synopsis
What Does It Actually Take to Run a Great Call Center?
Most call center managers learn by trial and error, navigating staffing shortfalls, customer complaints, technology decisions, and budget battles without a reliable roadmap. What Every Call Center Manager Needs to Know changes that.
Written by Peter Lyle DeHaan, PhD, a veteran call center operator, industry consultant, and longtime editor of call center magazines and websites, this practical guide delivers the hard-won knowledge that turns struggling operations into high-performing ones.
Inside You Will Discover:
- The critical differences between inbound, outbound, in-house, and outsource operations, and why that distinction shapes every management decision you make
- Why management style, not pay scale, is often the leading driver of agent turnover
- A fast, proven method to determine the right starting wage for your agents without expensive wage studies
- How to build and manage a remote workforce that expands your labor pool and improves scheduling flexibility
- What customer experience really requires at the operational level, and the specific service essentials that create loyal, satisfied callers
- How to understand agent adherence, availability, and occupancy, and why ignoring these three metrics may be costing far more than you realize
- When to trust AI, chatbots, and automation, and when to insist on the irreplaceable human touch
- How to reposition your call center from a cost center to a profit center, and why that shift transforms your annual budget conversations
- Strategic frameworks for benchmarking, business improvement groups, callback design, and disaster preparedness
Each chapter includes candid real-world examples drawn from DeHaan's decades of direct industry experience, followed by clear, actionable takeaways you can implement right away.
Who This Book Is For
Whether you manage a small in-house operation or oversee a large distributed contact center, this guide speaks directly to your daily challenges. It is the essential resource for call center managers and directors, operations leaders, customer service supervisors, and business owners running a phone-based or multi-channel customer service function.
If you want a call center that retains great people, serves customers with excellence, and earns its strategic place in your organization, this is the guide you have been waiting for.
Get your copy today to find greater success tomorrow!
"synopsis" may belong to another edition of this title.
About the Author
Peter Lyle DeHaan, PhD, is a call center veteran. His lifetime of experience includes owning and managing a multi-location outsource call center, employment with an industry vendor, call center consulting, and publishing call center books and periodicals. Learn more at PeterLyleDeHaan.com.
"About this title" may belong to another edition of this title.
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What Every Call Center Manager Needs to Know (Paperback)
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Paperback. Condition: new. Paperback. Running a call center is not simply about answering phones. Every day, you balance competing demands: projecting traffic, scheduling staff, managing technology, satisfying callers, and justifying costs to leadership. One weak link, whether in your hiring practices, your management style, or your customer service delivery, can unravel years of careful work in a matter of months. Veteran call center expert Peter Lyle DeHaan, PhD, knows this reality firsthand. In this candid and practical guide, he shares what it actually takes to build and sustain a call center that performs under pressure, retains great people, and earns the loyalty of every caller it serves.Inside, you will find direct, experience-driven guidance on every major dimension of call center leadership. Learn why adherence, availability, and occupancy are the three metrics that can quietly devastate your profitability, and how to measure them with honesty. Discover how management style drives turnover far more than pay rates do, and what you can do to become the kind of leader great agents choose to stay for. Understand when to embrace AI, chatbots, and automation, how to build a flexible remote workforce, how to design a customer survey that actually produces useful data, and how to think strategically about whether your call center operates as a cost center or a profit center.Whether you run a small in-house operation or a distributed team of hundreds, the principles in this book apply directly to your daily challenges. Peter DeHaan writes not from theory but from decades of managing, consulting for, and reporting on call centers across North America. Each chapter delivers real examples drawn from real operations and closes with clear, actionable steps you can put to work immediately. If you want a call center that retains strong staff, serves callers with excellence, and earns its place as a strategic asset to your organization, this is the book you have been looking for. Call center managers who battle staffing shortfalls, rising customer expectations, and shrinking budgets will find clear, practical, and immediately usable guidance in this no-nonsense operations guide. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Seller Inventory # 9798888092118
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What Every Call Center Manager Needs to Know: Insider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran (Call Center Success series)
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What Every Call Center Manager Needs to Know (Paperback)
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Paperback. Condition: new. Paperback. Running a call center is not simply about answering phones. Every day, you balance competing demands: projecting traffic, scheduling staff, managing technology, satisfying callers, and justifying costs to leadership. One weak link, whether in your hiring practices, your management style, or your customer service delivery, can unravel years of careful work in a matter of months. Veteran call center expert Peter Lyle DeHaan, PhD, knows this reality firsthand. In this candid and practical guide, he shares what it actually takes to build and sustain a call center that performs under pressure, retains great people, and earns the loyalty of every caller it serves.Inside, you will find direct, experience-driven guidance on every major dimension of call center leadership. Learn why adherence, availability, and occupancy are the three metrics that can quietly devastate your profitability, and how to measure them with honesty. Discover how management style drives turnover far more than pay rates do, and what you can do to become the kind of leader great agents choose to stay for. Understand when to embrace AI, chatbots, and automation, how to build a flexible remote workforce, how to design a customer survey that actually produces useful data, and how to think strategically about whether your call center operates as a cost center or a profit center.Whether you run a small in-house operation or a distributed team of hundreds, the principles in this book apply directly to your daily challenges. Peter DeHaan writes not from theory but from decades of managing, consulting for, and reporting on call centers across North America. Each chapter delivers real examples drawn from real operations and closes with clear, actionable steps you can put to work immediately. If you want a call center that retains strong staff, serves callers with excellence, and earns its place as a strategic asset to your organization, this is the book you have been looking for. Call center managers who battle staffing shortfalls, rising customer expectations, and shrinking budgets will find clear, practical, and immediately usable guidance in this no-nonsense operations guide. This item is printed on demand. Shipping may be from our Sydney, NSW warehouse or from our UK or US warehouse, depending on stock availability. Seller Inventory # 9798888092118
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What Every Call Center Manager Needs to Know : nsider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran
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Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Running a call center is not simply about answering phones. Every day, you balance competing demands: projecting traffic, scheduling staff, managing technology, satisfying callers, and justifying costs to leadership. One weak link, whether in your hiring practices, your management style, or your customer service delivery, can unravel years of careful work in a matter of months. Veteran call center expert Peter Lyle DeHaan, PhD, knows this reality firsthand. In this candid and practical guide, he shares what it actually takes to build and sustain a call center that performs under pressure, retains great people, and earns the loyalty of every caller it serves.Inside, you will find direct, experience-driven guidance on every major dimension of call center leadership. Learn why adherence, availability, and occupancy are the three metrics that can quietly devastate your profitability, and how to measure them with honesty. Discover how management style drives turnover far more than pay rates do, and what you can do to become the kind of leader great agents choose to stay for. Understand when to embrace AI, chatbots, and automation, how to build a flexible remote workforce, how to design a customer survey that actually produces useful data, and how to think strategically about whether your call center operates as a cost center or a profit center.Whether you run a small in-house operation or a distributed team of hundreds, the principles in this book apply directly to your daily challenges. Peter DeHaan writes not from theory but from decades of managing, consulting for, and reporting on call centers across North America. Each chapter delivers real examples drawn from real operations and closes with clear, actionable steps you can put to work immediately. If you want a call center that retains strong staff, serves callers with excellence, and earns its place as a strategic asset to your organization, this is the book you have been looking for. Seller Inventory # 9798888092118
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What Every Call Center Manager Needs to Know (Paperback)
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Paperback. Condition: new. Paperback. Running a call center is not simply about answering phones. Every day, you balance competing demands: projecting traffic, scheduling staff, managing technology, satisfying callers, and justifying costs to leadership. One weak link, whether in your hiring practices, your management style, or your customer service delivery, can unravel years of careful work in a matter of months. Veteran call center expert Peter Lyle DeHaan, PhD, knows this reality firsthand. In this candid and practical guide, he shares what it actually takes to build and sustain a call center that performs under pressure, retains great people, and earns the loyalty of every caller it serves.Inside, you will find direct, experience-driven guidance on every major dimension of call center leadership. Learn why adherence, availability, and occupancy are the three metrics that can quietly devastate your profitability, and how to measure them with honesty. Discover how management style drives turnover far more than pay rates do, and what you can do to become the kind of leader great agents choose to stay for. Understand when to embrace AI, chatbots, and automation, how to build a flexible remote workforce, how to design a customer survey that actually produces useful data, and how to think strategically about whether your call center operates as a cost center or a profit center.Whether you run a small in-house operation or a distributed team of hundreds, the principles in this book apply directly to your daily challenges. Peter DeHaan writes not from theory but from decades of managing, consulting for, and reporting on call centers across North America. Each chapter delivers real examples drawn from real operations and closes with clear, actionable steps you can put to work immediately. If you want a call center that retains strong staff, serves callers with excellence, and earns its place as a strategic asset to your organization, this is the book you have been looking for. Call center managers who battle staffing shortfalls, rising customer expectations, and shrinking budgets will find clear, practical, and immediately usable guidance in this no-nonsense operations guide. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. Seller Inventory # 9798888092118
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What Every Call Center Manager Needs to Know | nsider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran
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Taschenbuch. Condition: Neu. What Every Call Center Manager Needs to Know | nsider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran | Peter Lyle DeHaan | Taschenbuch | Call Center Success Series | Englisch | 2026 | Rock Rooster Books | EAN 9798888092118 | Verantwortliche Person für die EU: Libri GmbH, Europaallee 1, 36244 Bad Hersfeld, gpsr[at]libri[dot]de | Anbieter: preigu Print on Demand. Seller Inventory # 136942209
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