like this book. What it is lacks in blood & guts from the
battlefield of coaching it makes up for by covering every
conceivable angle of coaching. It won't make you a coach, but
it will certainly let you know-about coaching. Skiffington's
academic background helps cover subjects and relate these to
coaching in a very insightful manner. Jack Welch CEO of
GE talks of the leadership quality of the 3E's -
boundless Energy, ability to Energize people
& exploring the Edge- not fearful of change (for
more read here); this book defines a coach along the same
lines, in a more academic, generic manner. Lots of practical
materials for a coach. Checklists from the authors own
coaching practice. The chapter on Call Centre coaching is well
informed and practical if somewhat clinical with a distance to
the subject. Do you need this book ? Yes. Will it turn you
into a coaching manager ? Probably not, unless you get someone
to help you overcome your personal barriers to actually doing
it. You can visit Perry Zeus's website by clicking
- CENTRE-ING Customer Satisfaction. A guide to breakthrough performance
through internalising a customer satisfaction culture and practices.
By Graham Williams. Publisher Centre-ing
Services ISBN 0-620-21753-7
A treasure trove of ideas and how-to Models to help managers improve customer service.
Deals with all issues involved from strategy, to operational to the emotional landscape
needed to make it work. WOW. Highly recommended. Plenty of well documented ideas and
methods. No Hype, no clichés. Graham Williams is an experienced Customer Service
Consultant who gives you all his know how in 250 pages. If you are into Learning
Organisation Ideas and want a practical How to do it Manual this would be my first pick.
Email contact to author email@example.com
- The successful Sales managers Guide to B2B telephone sales.
By Lee R. Van Vechten. Publisher Business by Phone ISBN 1-881081-09-5
An excellent book for anyone who wants to expand market reach and want to do business
over the phone professionally. The Author is probable one of the most knowledgeable
telesales professionals on the planet. The book is completely cleansed for technology hype
and focuses on the real issues of why we have Call Centers - to do more business at lower
cost. No bull lots of common sense and know how. To order this book www.businessbyphone.com or go to Lee Van Vechtens website.
- Telemanage your customer TAM
By Thomsen,Stone&Wheeler.Publisher Gower 1990 ISBN 0-566-02903-0.
The complete case story of how British Telecom in 1984 developed and implemented a phone
channel strategy (TAM) to service its large base of small to mid size business customers.
- The Customer comes second
By Hal F Rosenbluth. Publisher Quill 1992 ISBN 0-688-13246-4
As Tom Peter say in the foreword "If you cannot work for Hal Rosenbluth, at least
read his book". How HR built the largest corporate travel agency in the world.
by Stone and Wyman .Publisher NTC 1986 ISBN 0-8442-3133-9
This book by AT&T and Y&R Advertising got corporate America interested in the
Phone Channel and helped make 800-numbers popular.
- Telephone Marketing-How to build your business by telephone.
by Murray Roman. Publisher McGraw-Hill 1976; ISBN 0-07-053595-7
The first book to actually describe how to use the phone on a large scale. One of
todays leading call centre experts Rudy Oetting, although not credited, delivered
nearly all the input for the book. In an age of no computers, no CTI and or IVR it covers
all the basics.
- Call Center Management On Fast Forward
Succeeding In Today's Dynamic Inbound Environment.
by Brad Cleveland & Julia Mayben. Call Center Press 1997; ISBN 0-9659093-0-1.
The best book published for Call Centre Management in the last 5 years. Provides a
vital Foundation of Call Centre Operational Know How. Only weakness is that it needs a
part two, which moves from the Operational Issues and take on call centres as a business
strategy. The need to view Outcome of Calls , the life & death issues
determining the survival of Call Centres. But first get your basics in place and buy this
book. To order www.incoming.com .
- The Deming Management Method
by Mary Walton.Publisher W.H.Allen & Co Plc; ISBN1-85251-062-5
The father of TQM and the visionairy behind the Japan Inc Industrial miracle. A must
read for anyone who wants to learn about corporate Process Improvement rather than the
in-fashion instant success Formula Miracle Cures.
by John Wilfore & James R. Burnside. Publisher General Electric Company
A GE Case Study: The Self-Directed Work team. 'Cost based productivity soared 106% when
management loosened the reins of the GE Business Information Center.
Note: May be hard to get but well worth the effort. Try contacting firstname.lastname@example.org
- The Fifth Discipline & The Fifth Discipline Fieldbook
by Peter Senge
Strategies and Tools for Building a Learning Organisation.
WOW - for those moving towards a Coaching Culture Call Centre;
- The Call Center Handbook
by Keith Dawson 300 Pages, October 1996
$34.95, Published by Call Center Magazine
- The Call Center Dictionary
by Madeline Bodin and Keith Dawson, 350 Pages, February 1996
$19.95, Published by Call Center Magazine
- The Complete Help Desk Guide
by Mary Lenz, 300 Pages
First Edition, 1996
$24.95, Published by Call Center Magazine
- Customers: Arriving With A History And Leaving With An Experience by
Andrew Waite, 380 Pages
First Edition, March 1996
$27.95, Published by Call Center Magazine
Note : Several of the Call Centre publishers have book shelves with relevant titles.
These links are included in the Links page.