Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization

After reading this book, I remember the basics to CS! After spending so much time in the trenches of CS, we tend to forget the basics and this book is a great way to ensure that we remember all topics. Whether you're new to CS or have 20+ years' experience, this book has the ability to remind you or provide suggestions that will do nothing but spawn creativity from you for your own call center. From Randy's topic choices starting with recruiting all the way through the topic of outsourcing, it is a fresh perspective on different ideas that will enhance your program. This is a Must Read and Re-read type of book! It has a great reference section so that you can assign your managers different topics to cover and allow them to really understand how the call center works and the why's. Great job Randy ...I'm a reader and this one kept me reading.

So many business "help" books these days sugar-coat things and/or are way too long and boring.Not this one!Call Center Rocket Science offers very quick insight that is not only very useful, but is written in a no-nonsense and humorous manner.I'm not in the Call Center arena of business, but rather I'm in Business Development, Sales/Marketing within the IT space.I bought Call Center Rocket Science because it is important to understand Customer Service as this is absolutely imperative in today's business world.The timing of this book is great because two years after the recession ended and as the economy moves forward...we MUST be sharply focused on our Customers and how to Service them!People have money to spend, but they will only do it wisely and we must Earn it!RC

Having been a call-center-rep and a team lead myself these tips and ideas will developed only the best in class call center your customers will come to expect. Making delighted customer experiences that will bring in profits.

It's clear in reading this book that the Author has spent time "in the trenches", and understands the thinking and motivations of the front line CSR's, and approaches that will work to motivate and manage them to perform. That real world experience is what makes this book believable and valuable, especially when he offers advice that goes against the traditional thinking - Tip 44 "Don't Let Customers Vent!". Highly suggested read for anyone who's just taken on the role of supervising agents, or managing a center.

If you are a manager or a supervisor, this book will be needed.

Working in a call center can be blindingly difficult and irritating, this helped me to see the call center from a management point of view.

I encourage clients to have their staffs review a few tips weekly to keep the momentum going! It is working so far

This book is bang on! Lot's of helpful ideas. Well written!A must for any contact center manager!

Truly amazing and insightful book. Gives you real vision on the details you can not miss.