Agent Experience

Books on Customer Service Every Call Center Manager Should Read

There’s being a manager, and then there’s being a manager of a call center. Customer service call centers are a completely different beast, and managers need a unique and polished set of skills to successfully manage their employees. It’s important to have a strategy to help your team reach their full potential AND handle a multitude of customers every day. Luckily, there are a variety of books written by and for call center managers that offer unique theories and perspectives that can help you develop a strategy that’s right for you. Here are some of our recommendations.

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Call Center: A Focus on Customer Service

Written in 2016, this book imparts knowledge from the author, Gwen Foster Oglesby. Oglesby brings her expertise in call center management to this read and helps other managers achieve two main goals: creating a workplace employees will enjoy working in each day and creating positive customer experiences. This book provides actionable tips—based on real experience—that managers can put into place with every turn of the page.

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Written by Matthew Dixon, Nick Toman, and Rick DeLisi, this is the go-to guide for research-based management tips and insights. One of the authors, DeLisi, was a keynote speaker at Call Center Week Online. This read focuses on customer loyalty, and it shares the idea that customer loyalty may not require as much effort as we’ve been led to believe. Your call center may be the front lines for creating customer loyalty; this read helps ensure you’re delivering on that promise.

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

While Starbucks doesn’t run a call center, this book is a gold mine of customer service information. Since its launch and nationwide expansion, Starbucks has become one of the most liked and admired companies in the world. Its business continues to grow—along with its customer loyalty. Learn more about the philosophies that help Starbucks achieve continuous growth and how you can apply tips from its business model to your own organization.

These are just a few options for call center managers to dip their toes into that can lead to additional success within their call centers. There is power in learning from others, and these books offer powerful perspectives to help take your operations to the next level.