Call Center Leadership Book Offers Strategies for Transforming Call Centers

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Call Center Leaders struggling with high employee attrition, low morale, low customer satisfaction and low profits can revitalize their centers by employing the five principles outlined in the new book, Call Center Leadership: mastering the big 5, written by call center veterans Tom Calvert and Dawn Willging.

Call Center Leaders struggling with high employee attrition, low morale, low customer satisfaction and low profits can revitalize their centers by employing the five principles outlined in the new book, Call Center Leadership: mastering the big 5, written by call center veterans Tom Calvert and Dawn Willging.

"We wrote these books for the supervisors, managers, and site directors of the nearly 200,000 call centers worldwide," says author Tom Calvert. "Mastering the big 5 goes beyond books written on the subject of customer relationship management (CRM) to concentrate on the critical role that each of these leadership positions play in the success of each company's vital call center operation. We show how strong leadership and a simple, yet dynamic, System of Success can transform teams and call centers into an energizing asset that engages customers, increases sales, and lifts quality performance, all while reducing absenteeism and attrition."

Calvert and Willging display an uncommon and intimate understanding of each leadership level within the call center. They outline how simple it can be to transform the contact center workplace into a fun, exciting, profit-driving machine that is an irreplaceable asset to a company.

One book is specifically designed for call center supervisors and retails for $17.99, and the second book includes the supervisor book plus two additional sections specifically for managers and site directors, and retails for $27.99. Both books are available at http://www.mtb5.com. Corporate discounts are automatic for orders of 50 or more.

The high impact techniques outlined in the books are taught by Calvert and Willging in mastering the big 5 workshops for supervisors, managers and site directors. For more information, including testimonials from workshop participants, call 1-866-WIN-MTB5 or go to http://www.mtb5.com.

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