Bookshelf:CRM and call center

CRM and call center

Call center and customer service books

SearchCRM.com's bookshelf provides sample chapters from books on call centers, call center management, call center analytics, performance audits and more. Download book excerpts from expert authors from the CRM community and use their advice and tips to better manage your call center and provide better customer service.

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  • Call center training: Best methods for sharing knowledge, part 2

    Chapter Download Library -  Frequent change is a way of life for the call center. Call center managers are challenged to train and re-train amid a fairly high turnover. You ramp up new employees, contractors, vendors, and partners. You adapt across time zones and cultures to do...

  • Customer trust: The new business necessity

    Chapter Download -  This chapter from "Rules to Break and Laws to Follow" examines the three false assumptions about how businesses create value and gives tips for beating the crisis of short termsim.

  • Office poker games to break the ice in the call center

    Chapter Download -  Office poker games are a fun way to encourage your employees to get to know each other better.This chapter excerpt from "More Quick Team-Building Activities for Busy Managers" gives step-by-step instructions for starting an interactive game of office...

  • Cell phone activities for call center teams

    Chapter Download -  Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.

  • Customer Service and the Human Experience

    Chapter Download Library -  One of the leading challenges for today's call center managers is the training and motivating of excellent agents. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little attention...

  • Call center real-time analysis

    Chapter Download -  In her newest book, Fluss explains how a proactive, real-time contact center can give a company the leading edge over its competitors by increasing loyalty, reducing expenses and improving customer service, resulting ultimately in greater revenue.

  • Achieving excellence through customer service

    Chapter Download -  While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way...

  • The Executive Guide to Call Center Metrics

    Chapter Download Library -  In this sample chapter from "The Executive Guide to Call Center Metrics" by James C. Abbott, you'll find a guide to call center metrics and their uses. This chapter includes information on choosing which metrics to use, how to build and format reports...

  • Call center management and planning basics

    Chapter Download -  Read this excerpt from "Bottom-Line Call Center Management" and learn why it's all about location, location, location.

  • Ten myths about your customers: Strategies for creating customer loyalty

    Chapter Download Library -  This text offers insights into the world of acquiring and retaining customers and ten common myths that businesses have about their customers. Find out how a company can become customer-centered and customer-preferred in this sample chapter, "What They...