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“Call Center: A Focus on Customer Service” by Gwen Oglesby is an essential read for those engaged in customer service, especially within the call center sector. With more than a decade and a half of experience leading call center teams, Oglesby imparts her extensive knowledge in this all-encompassing manual.
The book delves into the various elements that can detrimentally affect customer service. It offers practical remedies to tackle these issues. It motivates employees to realize their utmost potential, drawing from Oglesby’s personal journey and uplifting professional principles.
Every chapter is packed with useful advice, introspective exercises, and stimulating queries aimed at immersing readers in the structure of a positive work environment. These resources can set employees on a path towards development, acknowledgment, and advancement.
Oglesby`s book underscores that customer service extends beyond merely catering to the customer; it also involves nurturing your team. She instructs managers on how to educate, inspire, and support employees to unlock their full potential.
The book is brimming with enlightening personality sketches and intriguing questions about the dynamics of a call center. Oglesby’s sense of humor adds a delightful touch to the reading experience.
To sum up, “Call Center: A Focus on Customer Service” is a priceless asset for anyone aiming to enhance their customer service abilities, manage personnel effectively, and foster a thriving team ethos. It’s a book that genuinely reinstates the ‘service’ in ‘customer service’.
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Books mentioned in the article: “Call Center: A Focus on Customer Service” by Gwen Oglesby
