Book Endorsements
Call Center Leadership - mastering the big 5 is the first of its kind. It is also a magnificent, major, and unique contribution to the literature on call centers. As such, it is a must buy and must have for all those involved in managing and/or engaging call centers as part of their marketing and sales strategies. If Tom Calvert's and Dawn Willging's carefully laid out instructions and plans are followed to the letter, your marketing and sales strategies will improve and move closer to perfection. It will be many years before this book will be improved upon by another!
Alan Pearce, Ph.D., President,
Information Age Economics, Inc., Washington, DC.,
former Chief Economist, Federal Communications Commission
Call Center Leadership: mastering the big 5 can help sales & service professionals at any level improve their performance and the skills of those around them. Full of wit and wisdom, Calvert and Willging cleverly show how attention to detail and a commitment to quality can help any call center lift its operations to a higher level. From the agent to the supervisor and on up to the site executive, mastering the big 5 offers insights and sound best practices that can transform the contact center workplace. Anyone in the sales & customer service environment can learn a great deal from this book.
Keith Dawson, author of the Call Center Handbook,
former Editorial Director of Call Center Magazine
Call Center Leadership: mastering the big 5 is a practical and engaging book which provides foundational basics every call center leader needs to be successful. Tom Calvert and Dawn Willging provide an easy to follow, proven method to develop an average leader into a high performing leader. If you have been recently promoted to call center management this book is a MUST READ, follow the roadmap and you will quickly become a rising star. If you are a veteran of the industry it is a MUST READ, it will re-energize you and help refine your leadership skills.
Carmen Bell, SVP Sales
Wells Fargo Consumer Credit Group - Direct To Consumer
Tom Calvert and Dawn Willging have created the first real guide to leadership in the call center world. Their work is fundamental to any successful call center operation. mastering the big 5 is practical, powerful, and priceless. Tom & Dawn use real life experience to share pages and pages of commonsense ideas that will drive front-line results. Terrific!!
Jeff Brown, VP of Customer Care,
Comcast Corporation
Call Center Leadership - mastering the big 5 should be required reading for all call center leaders! It is the only teaching guide of it's kind that details--in a very understandable and simplified manner--proven ways to maximize performance in the call center environment. Tom and Dawn outline reality-based actions that can be quickly implemented by all levels of call center management. Great book!
Mike May
VP, Small Business Sales & Service
Qwest
Call Center Leadership: mastering the big 5 is what contact center leadership is all about. Every supervisor and manager can become more effective reading this book. This book is a great way to reinforce company training that you already have in place. Tom and Dawn have done a terrific job with taking the complex world of contact center management and focusing on the 5 things that will make a difference.
Tim Luft,
20+ year industry expert & Call Center Executive
This is a must-have book for call center supervisors, managers, and leaders. It reminds all of the basics that often are not prioritized properly in our day to day business activities. The ideas are simple basics that all of us should not lose sight of. Read it, implement the ideas, and re-visit the principles quarterly.
Chris R. Johnson,
20+ year industry expert & Call Center Executive for 3 Fortune 50 companies