The first Saturday of November is Book Lover’s Day. I am an avid reader. I’m always looking for recommendations (HINT, HINT, Please share!) and happy to share a few of my favorites.
I read just about anything – fiction, non-fiction, science, business, memoirs… most of my books are annotated and tagged. There are a few that are always within reach from my desk, thought I’d share a few of them with you.
Call Center Management on Fast Forward by Brad Cleveland. The third edition was released in June 2012. I have owned all three editions. It has been an honor and a privelege to work with Brad – his passion for customer service is inspiring. The latest edition addresses the new challenges we face in the contact center while providing fundamental advice that is timeless.
Strategic Customer Service by John A. Goodman. This book was published in 2009 and really a great resource for getting an organization to support the contact center and leverage the contribution the center can make to the organization. Customers are the fundamental value of a business – those organizations that understand that and foster great relationships with their customers are staggeringly more profitable.
The No Asshole Rule by Richard I. Sutton. I’ll admit that the title of the book is what caught my attention. The insights the author shares in dealing with assholes is what keeps this book on my favorites list. I appreciate that there is a distinction made between a temporary and chronic asshole.
Happy reading!