Call Center Leadership: Mastering the Big 5
Call Center Leadership: mastering the big 5 for Supervisors, Managers, and Site Directors

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This is the book that Call Center leaders throughout the world have been waiting for!

Call Center Leadership: mastering the big 5 is written for the Supervisors, Managers, and Site Directors who lead nearly 200,000 Contact Centers worldwide. MTB5 shows how strong leadership and a simple, yet dynamic, System of Success can transform your Call Center into an energizing asset that engages customers, increases sales, and lifts quality performance, all while reducing costly absenteeism and attrition.

Calvert & 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 your company.

Call Center Leadership: mastering the big 5 is a fun, engaging, and easy-to-read look at how leadership can change everything in your Call Center. If you want to improve customer and client satisfaction, raise sales, improve quality, and reduce costs mastering the big 5 is for you.

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