Call Centers For Dummies 2nd Edition

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

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.

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.

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.

Awesome easy to read, easy to understand, and very well rounded. One point I would make is the book focuses more on customer service centers as opposed to lead generation or acquisition-based call centers. Would like to see more on that in future editions.

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.

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.

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.