Are you ready to manage your call center? The premise of this book is clear. When management understands the human initiative, and creates a roadmap that stresses performance through people, organizations and customers win.

How to Become a GREAT Call Center Manager teaches managers to become GREAT at call center supervision, training, coaching and leadership. Includes strategies, worksheets and custom designed outlines for all levels of call center management.

After every section there is a question to probe readers about their thoughts on call center management. And, throughout the book are worksheets to guide call center management and their development. Plus, the book contains 45 "quick strategies" for call center managers.

Become the best call center manager!

About the Author

Dan Coen is President of CallCenterToday.com, a professional services organization that specializes in the human engineering of call centers, their managers, trainers, operations and people. What's the secret? Dan Coen, President, said: "The call center is today, and has always been, a place of people. When management understands the human initiative, and creates a roadmap that stresses performance through people, both the organization, and their customers, win."

A noted industry expert and frequent speaker and consultant about call center management and operations, Dan Coen is the author of the books Building Call Center Culture and Inspiring Call Center Performance.

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