September 23, 2002

raves Roger E. Herman from Greensboro, NC

I never cease to be amazed at how many call centers-inbound and outbound-operate in the United States, and in other countries as well. Thousands and thousands of people reaching out for more business and servicing existing customers through call centers.

But, all is not happy in call center land. These facilities are often plagued by high-and very costly-employee turnover and a wide range of inefficiencies. Many of the people running these operations are relatively untrained people who have been promoted from within, because there are too few true professionals in the field. Think about it: how many people do you know who have majored in Call Center Management? You'd think there'd be masters-level programs in the field with the tremendous opportunities that abound. Sorry. You'll have to learn the ropes some other way.

There are really two choices to learning everything you might need to be a real pro in this field. One is to understudy someone who really knew the field and could coach and mentor you to success. Those wise people are few, far between, very well paid, and probably too busy to spend much time with you. The other alternative is this book.

Imagine a 486-page book that would teach you every aspect of call center operations. Imagine that this book would explain each facet of the business so you could really "get it"-well enough to write your own ticket in the field. "Call Center Operations" is about as close as you'll ever get to the dream book in this specialty. Fifteen chapters, six appendices, and a comprehensive eight-page index...

Given the volume of information between these covers, a listing of the chapters will help you gain a better appreciation of the power in these pages: Introduction to Call Center Operations; Management, Business, and Marketing; Telecommunications and Network Facilities and Premise-Based Telephone Systems (these two chapters hit the technological side of the business). You'll learn from chapters on Telecom Industry Perspective, Automatic and Predictive Dialing, Client-Server Technology, Graphical User Interface and Legacy Hosts, and Relational Database Management Systems. Yes, we're getting deep now, but the more you know the stronger manager you will be. Chapter 10 addresses Call Center Software Packages and Systems and 11 gets into Computer-Telephone Integration. Continue with Workload Management, Forecasting, and Staff Schedule Modeling and then ask How Does Your Call Center Measure Up. The last two chapters look at Service Bureaus and Reference Materials.

If this book is beginning to feel like a college textbook, you understand. This is not a book for the weak or the meek. This is a treasure for the pros who have been searching for an "everything you ever wanted to know" book. Working my way through it to write this review, I learned more than I'll ever need to know about this growing field, and I gained a deep appreciation for those responsible for running call center operations professionally."

December 21, 2000

"Excellent Overview of a Hot Topic in Business Today"     
says a new Call Center Manager from Butler, PA

"As a soon-to-be manager of a new call center operation, I found Day's book to be both comprehensive and easy to use. Virtually all topics related to establishing and operating a call center, then managing its operation, are covered in well written, concise chapters. In addition, he provides a reasonably good set of appendices with references to consultants, measurement techniques, etc. The style and language employed by Day are targeted toward intelligent readers. When jargon is used, though, clear definitions are always close by. Overall, I found the book to be just what I was looking for -- a one-volume reference to make me aware of all the issues I may face in the management of this new facility."






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