Books

Check out a few books that Wanda recommends:

Training Books to inspire a fun learning environment:

The Big Book of Customer Service Training Games: Quick, Fun Activities for All Customer Facing Employees by Peggy Carlaw & Vasudha Kathleen Deming

Quick Emotional Intelligence Activities for Busy Managers: 50 Team Exercises That Get Results in Just 15 Minutes by Adele B. Lynn

Service Books for one-on-one service and to address how we serve each other on a global level:

Three Cups of Tea: One Man's Mission to Fight Terrorism and Build Nations…One School at a Time by Greg Mortenson and David Oliver Relin

Consider this practical service application to Mortenson's book: Pennies for Peace

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs by Bill Price and David Jaffe

Contact Center Books to help you run an effective interaction center:

Full Contact: Contact Center Practices and Strategies that Make an Impact by Greg Levin

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment by Brad Cleveland and Julia Mayben



 

Branding in the Interaction Center

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Do Your Contact Center Reps Brand Their Customer Interactions?
Are Your Contact Center Conversations in Sync With Your Social Media Messages?

Read what you said about branding in the interaction center over 10 years ago. Compare where you are today with where you were. Surprisingly, the needle may not have moved very far for many of us. However, with the advent of social media and the maturation of the branding industry, marketing departments and contact centers must begin working together to close the gap between our projected brand personalities and what customers actually experience on the phone and online. Download here.



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