Recommended Books
The Effective Manager - Mark Horstman
Call Center Management on Fast Forward – Brad Cleveland
Leading the Customer Experience - Brad Cleveland
The Effortless Experience - Matt Dixon, Nick Toman, and Rick DeLisi
Delivering Happiness - Tony Hsieh
Call Center Technology Demystified – Lori Bocklund and Dave Bengtson
The One Minute Manager Meets the Monkey - Ken Blanchard
The Service Culture Handbook - Jeff Toister
Happier Now - Nataly Kogan
Sustained Leadership WBS - Thomas G. Reid JD CSCM CPCM
Chief Customer Officer 2.0 - Jeanne Bliss
Outside In - Harley Manning, Kerry Bodine, and Josh Bernoff
Training & Education
ICMI – “Also known as the International Customer Management Institute (ICMI), we are the leading global provider of comprehensive resources for customer management professionals…”
Community
Nor Cal Contact Center Association group on LinkedIn
Other North American Contact Center Associations
Mid West Contact Center Association
North East Contact Center Forum
Austin Contact Center Alliance
The Professional Teleservice Management Association (San Antonio)
Association of Customer Contact Professionals (Kansas City)
Greater Toronto Contact Centre Association
Association of Government Contact Center Professionals (throughout US)
International Association of Reservation Executives
Contact Center Networking Group
“It was great hearing ideas and suggestions from others about what has worked well for them. I look to use some of the ideas shared in the future.”