What Every Call Center Manager Needs to Know: Insider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran (Call Center Success series)
Language: English
Published by Rock Rooster Books, 2026
- Hardcover
- New
Seller: California Books, Miami, FL, U.S.A.California Books
AbeBooks seller since October 27, 2023
Condition: New
£ 25.36
Quantity: Over 20 available
Add to basketSeller Inventory # I-9798888092125
- Title
- What Every Call Center Manager Needs to Know: Insider Strategies for Hiring, Scheduling, Technology, and Customer Service Success from a Call Center Veteran (Call Center Success series)
- Author
- DeHaan, Peter Lyle
- Publisher
- Rock Rooster Books
- Publication year
- 2026
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 13
- 9798888092125
- Series
- Book 3 of 5: Call Center Success series
What Does It Actually Take to Run a Great Call Center?
Most call center managers learn by trial and error, navigating staffing shortfalls, customer complaints, technology decisions, and budget battles without a reliable roadmap. What Every Call Center Manager Needs to Know changes that.
Written by Peter Lyle DeHaan, PhD, a veteran call center operator, industry consultant, and longtime editor of call center magazines and websites, this practical guide delivers the hard-won knowledge that turns struggling operations into high-performing ones.
Inside You Will Discover:
- The critical differences between inbound, outbound, in-house, and outsource operations, and why that distinction shapes every management decision you make
- Why management style, not pay scale, is often the leading driver of agent turnover
- A fast, proven method to determine the right starting wage for your agents without expensive wage studies
- How to build and manage a remote workforce that expands your labor pool and improves scheduling flexibility
- What customer experience really requires at the operational level, and the specific service essentials that create loyal, satisfied callers
- How to understand agent adherence, availability, and occupancy, and why ignoring these three metrics may be costing far more than you realize
- When to trust AI, chatbots, and automation, and when to insist on the irreplaceable human touch
- How to reposition your call center from a cost center to a profit center, and why that shift transforms your annual budget conversations
- Strategic frameworks for benchmarking, business improvement groups, callback design, and disaster preparedness
Each chapter includes candid real-world examples drawn from DeHaan's decades of direct industry experience, followed by clear, actionable takeaways you can implement right away.
Who This Book Is For
Whether you manage a small in-house operation or oversee a large distributed contact center, this guide speaks directly to your daily challenges. It is the essential resource for call center managers and directors, operations leaders, customer service supervisors, and business owners running a phone-based or multi-channel customer service function.
If you want a call center that retains great people, serves customers with excellence, and earns its strategic place in your organization, this is the guide you have been waiting for.
Get your copy today to find greater success tomorrow!
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