Manager’s Bookshelf

Practical, proven approaches to managing customer service and support operations.

The materials presented here were created to help the customer service, call center, and help desk manager meet personal and professional goals through effective management.

Choose the topics you’re interested in today then click the links for more information and samples.

Customer Service Department Salary and Benchmarking Survey Results: 2009
Provides key industry data on customer service salaries and incentives, and on key performance indicators such as wait time, length of call, first-call resolution, call abandonment, and occupation rates.
Tell me more...

Guide to Customer Surveys
Contains 31 real-world questionnaires, plus the guidance you need to create your own surveys.
Tell me more...

How to Hire the Best Service Professionals
Provides everything you need to hire, train and retain the best service professionals. Includes real-world examples of ads, interview questions, job descriptions, and much more.
Tell me more...

Listening to the Voice of the Customer
Increase satisfaction, build loyalty and retention with the first how-to manual on the design, implementation and analysis of a customer satisfaction measurement program.
Tell me more...

Management Essentials
Whether you are a new or experienced manager, this guide will sharpen your organizational, coaching, training, motivating, and monitoring skills.
Tell me more...

Motivating Customer Service Employees
The hands-on guide to improving morale, motivation, and productivity in the customer service department.
Tell me more...

SkillSharpener: Training for the Frontline
If you’ve ever heard one of your reps mishandle a telephone call, you know the importance of good training. And you know how time-consuming, expensive, and demanding it can be. Now there’s help.
Tell me more...