eCustomerServiceWorld.com recommended reads
(NB Check out our Top Ten and our New Books as well!)Browse through and click on a title for a review.
 | | Call Center Management: By the Numbers
Author: Dr Jon Anton
UK Publisher: Purdue University Press
ISBN: 1557531129
Quick Review: The primary purpose of this book is to provide professional call center managers with a methodology for “managing their call centre by the numbers.” Don’t tell him, because he’ll get big-headed, but we think Jon’s brilliant. Try his/Purdue University’s website, www.e-interactions.com and you’ll see what we mean. Links:
Jon’s articles in our eArticles store
His paper on benchmarking call centers in the The Crystal Ball Section
of our eResearch Store
Purdue University’s listing in the Training & Development Section
of the eProducts & Services Store
and check out Purdue’s annual benchmarking report in the Research Reports Section
of our eResearch Store buy UK() buy US($)
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| | Call Centre Handbook: The Complete Guide To Starting, Running and Improving Your Call Centre
Author: Keith Dawson
UK Publisher: Miller Freeman Books
ISBN: 1578200474
Quick Review: This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites. buy UK() buy US($)
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| | Call Centre Savvy: How To Position Your Call Centre for the Business Challenges of the 21st Century
Author: Keith Dawson
UK Publisher: Telecom Books
ISBN: 1578200504
Quick Review: A call centre is the core of a business's customer relationship strategy. This text aims to help position and improve call centres for long-term success. It explores how the call centre works, how it fits into the bigger picture of business strategy, what the future holds, how new technologies will affect operations, how international expansion is changing things and what the role of the Internet could ultimately be. buy UK() buy US($)
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| | Capitalism Is Dead: Peoplism Rules: Creating Success Out of Corporate Chaos
Author: Alec Reed
UK Publisher: McGraw-Hill Education - Europe
ISBN: 0077103696
US Publisher:
ISBN:
Quick Review: We live in an age where the individual talent is the only provider of competitive advantage. Economic, political and social power has shifted from capital to people and Alec Reed believes that Peoplism has now superceded Capitalism. An emerging concept developed by Alec Reed, Peoplism defines our economic state where individuals own and control the most important factor of production: their human ability. The aim of this book is to look at the acute challenges experienced by companies in the Peoplist era, and proffer solutions. This book translates the impact of Peoplism into business strategy through original case studies and innovative management tools. buy UK() buy US($)
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| | Carving Jelly
Author: Nick Siragher
UK Publisher: Chiltern Publishing International Ltd
ISBN: 0954028007
US Publisher:
ISBN:
Quick Review:Carving Jelly is a manager's reference to implementing Customer Relationship Management. CRM is now becoming entrenched in corporate thinking; and sophisticated models are emerging which position CRM within the centre of IT systems strategy. Carving Jelly - so called because, like carving jelly, CRM is possible even if at times it does not seem so - therefore not only looks at the setting up and use of a CRM system, but provides practical advice on how the project should be followed-through so as to ensure full buy-in from all involved personnel, and the realisation of business benefits. buy UK() buy US($)
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| | Catch!: A Fishmonger's Guide to Greatness
Author: Cyndi Crother, et al
UK Publisher: Contemporary Books
ISBN: 1576752542
Quick Review:
This work tells the real story of Seattle's Pike Place Fish Market. It shows how these 18 crewmembers transformed from ordinary to great through their work at Pike Place Fish. Their individual stories should inspire readers to create new possibilities in their own lives.
buy UK() buy US($)
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| | CEO Capital - A Guide to Building CEO Reputation and Company Success
Author: Leslie Gaines-Ross
UK Publisher: Jossey Bass
ISBN: 0471268070
Quick Review: "If only I had this book when I started out. CEO Capital is a surprisingly easy read on a complex subject that is very relevant to today’s business. It is an insightful, valuable guide that business leaders should keep at arm’s length. Recent events have demonstrated that CEO behavior and reputation can negatively impact share price and consumer confidence in a company. CEOs have a responsibility to act ethically, effectively, and emphatically. This book explains how."
-- Graham Phillips, former chairman and CEO, Ogilvy & Mather Worldwide buy UK() buy US($)
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| | Change Management Excellence: Using the Five Intelligences for Successful Organizational Change
Author: Sarah Cook & Steve Macaulay
UK Publisher: Kogan Page
ISBN: 0749440333
Quick Review: This book provides practical guidance on how to manage change successfully be it large scale, such as cultural change, or slower, incremental change. Intelligent Change Management includes detailed checklists of actions for the reader to use when implementing change; international case studies; and examples of businesses that have successfully managed change. buy UK() buy US($)
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| | Change Without Pain: How Managers Can Overcome Initiative Overload, Organizational Chaos and Employee Burnout
Author: Eric Abrahamson
UK Publisher: Harvard Business School Press
ISBN: 157851827X
Quick Review: This work outlines a positive new approach to change called "creative recombination". This approach seeks sustainable, repeatable transformation by using the firm's "existing" resources more wisely. It offers techniques for recombining, reusing, and redeploying these resources. buy UK() buy US($)
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| | Changing Fortunes Remaking the Industrial Corporation
Author: Nitin Nohria, Davis Dyer, Frederick A.B. Dalzell
UK Publisher: John Wiley & Sons
ISBN: 047138481X
Quick Review: This text looks at the past 30 years of industrial America from the perspective of the Fortune 100. It compares such companies as Westinghouse and GE, approximately the same size in 1970. Now, GE is one of the most respected companies in American and Westinghouse exists only as a brand. What challenges in the ensuing 30 years resulted in this amazing dichotomy? This title explains how and why some organizations met the particular challenges of each decade (high energy costs and inflation in the 1970s, the regulatory reforms of the 1980s, and the new economy of the 1990s) and some didn't. buy UK() buy US($)
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