Books / Media

His first book in the series, A Career for the 21st Century: A Handbook for Call Center Agents, is an exciting tool to improve retention and performances of call center agents. This book gives them the "big picture" of our industry and their role in it.

Cliff's 2nd book had been released, called The Voice of Your Company: Conversational Skills for the Customer Service Rep It provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their customers and their company.

The third book in the series, Your Pivotal Role: Frontline Leadership in the Call Center, equips you for the challenges of a leadership role.

Cliff is also the author of a series of CD-ROM courses for managers called The Business Success Series.

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