Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff

The most important resource that any call center has is its people. Customer relationships can be made or broken by one single interaction, so much is riding on the shoulders of the frontline staff. Managing these call center staff requires specialized skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service.

Call Center Supervision The Complete, Practical Guide to Managing Frontline Staff is a book designed for anyone that manages people in a call center. It is a compilation of over 100 tips and strategies for maximizing the performance of call center employees. Topics include:

- Supervisory roles and responsibilities
- Developing a staffing plan
- Recruiting and hiring
- Orientation and training
- Key performance indicators
- Defining performance standards
- Measuring individual performance
- Diagnosing performance problems
- Fundamentals of coaching
- Motivating for performance
- Retention strategies
- Technology overview
- Common labor and personnel issues

Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center operations and management. As an active consultant and senior faculty member with The Call Center School, she instructs thousands of call center professionals each year in the art of call center operations and people management. She has written numerous other books and writes frequently for industry publications.