Management Lessons You Can Use
1 Jan, 2005
By: Rhonda C. ProctorEditor’s Note: Usually CP’s Book Reviewer, Dan Coen, bylines this segment. In this case, I wanted to write it because the selected book in this issue is Dan Coen’s most recent publication. I think the book is a great tool to help managers kick off 2005 with energy, enthusiasm and a belief that they can “make it happen”.
101 Lessons for GREAT Call Center Management
Dan Coen
(Call Center Today, November 2004)
Everyone knows that call center managers are busy people these days, and managing themselves is usually the last thing on their minds. That’s why Dan Coen’s 101 Lessons for GREAT Call Center Management is a terrific read to kick off the 2005 year. It is a simple yet stimulating review of what it takes to operate a world-class call center. The key mission of the book is to offer practical advice that managers can really use to make a difference in their center. Best of all, it’s a quick read, so even the busiest of managers can read, evaluate and implement programs right away.
Dan’s book contains 101 straightforward lessons written specifically for a niche audience comprising managers, trainers and team leaders. It underscores that this level of management is the cornerstone to overseeing operations and motivating call center agents. Easy to follow, concise and practical, the book is a complement to the busy lives of call center managers. Plus this book offers three real differences from others on the market.
First, 101 Lessons for GREAT Call Center Management focuses entirely on the human engineering of people, such as the coaching, supervision and training. There is very little about technology. Instead, this book tackles the challenges that call center managers face in dealing with employees. The book focuses on such area’s as inspiring culture, managing numbers and building an environment to produce results. Several sections are devoted to hiring and recruiting the right candidates, as well as establishing first-rate quality control and training initiatives.
For example, in lesson 11, the message is crystal clear:
“Establish minimum goals for each agent and supervisor at the beginning of each month. Give them structure. Provide a roadmap. Sit with each member of the team and outline a plan.”
Lesson 11 is common sense that, if implemented, would produce exceptional performance and noticeable returns in the center. Yet, for whatever reason, managers find it difficult to manage monthly goals with agents and supervisors. They seldom follow up on a regular basis to ensure staff is on track to meet objectives. And they often don’t provide a roadmap. A simple, easy lesson every management team member should take to heart.
Second, this is published as an e-book. Although written just like a traditional book, this e-book must be read on the computer screen via Adobe Acrobat. That means it’s available at the workstation when it’s needed—handy. Best of all, pages can be printed, used as handouts or for note taking away from the workstation, so the lessons can be easily applied. The e-book structure also supports the need for each lesson to be a very short and quick read—with each page at 30 words or less. Managers could actually print one or two lessons each week and distribute those lessons to their teams as a way to assist the learning process.
Third, Dan’s book provides readers with a question to answer following most lessons to stimulate thinking and focus the reader on task at hand. The question after the lesson is designed to encourage further thought and helps the reader absorb more.
101 Lessons for GREAT Call Center Management is a solid read to start the new year. Even the busiest managers, team leaders and trainers can find time to pick and choose the useful advice for building performance in the call center. The book is available by visiting www.CallCenterToday.com or by calling toll free 888-835-5326.
