Bottom-Line Call Center Management Creating a Culture of Accountability and Excellent Customer Service

Bottom Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service David Butler "If you like to think outside of the box and want your team to understand exactly what that means, Bottom Line Call Center Management will bring it all into focus for them. All in one bookits all here. Dont put this one down!!" Terry Hibler, Call Center Manager, Fortune 500 Company "Gives the reader a thorough, "bottom-line" understanding of what differentiates successful and sustainable call centers. Economic development professionals around the world can benefit from this latest research on future trends in an exciting, expanding industry." William B. Sisson, Vice President, Economic Development, Mobile Area Chamber of Commerce "Call center success is dependent on location, a supportive culture, and a process of accountability. David Butler provides a practical guide to call center success for any industry. This book is essential for managers of existing call centers as well as executives considering the launch of a new call center. Applying the ideas and suggestions offered in the book ensures a positive return on the call center investment." Dr. Patti P. Phillips, President & CEO, ROI Institute, Inc.; author of the award winning book The Bottomline on ROI "Bottom Line Call Center Management can assist anyone working in the call center environment much more expeditiously because David Butler has completed the research for us. Save yourself 20 years. read the book!" Ann John, Leading Edge Consults, LLC "Finally, someone has unlocked the pathway for communities and regions to engage meaningfully in recruiting and growing a call center industry, making the hallmarks of economic development--job creation and quality of life improvement--a reasonable, attainment goal. David Butler's work provides us with the key." Angeline Godwin Dvorak, Vice President for Research and Economic Development, The University of Southern Mississippi Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's research and years of experience in the industry, this book helps call center managers evaluate their current status, implement cost-effective changes, and measure results to ensure a culture of accountability within the call center at all levels. David L. Butler, Ph.D., is President of Butler and Associates, a research and consulting company focused on the global call center industry. Butler is also an assistant professor in the Department of Economic Development at the University of Southern Mississippi.Butler, David L. is the author of 'Bottom-Line Call Center Management Creating a Culture of Accountability and Excellent Customer Service', published 2004 under ISBN 9780750676847 and ISBN 0750676841.