Books / Media ~ Your Pivotal Role: Frontline Leadership
Cliff's third book has just been released: Your Pivotal Role: Frontline Leadership in the Call Center.
Welcome to the world of frontline leadership! It’s very different than what you were doing before. For that reason,
the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center
Handbook Series, author Cliff Hurst equips you for the challenges of a leadership role by explaining:
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Why leadership is so critical in call centers
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Theories of Motivation: What makes your people “tick”?
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Time management: Where does your time go?
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How to improve your staff’s performance through monitoring and coaching
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Trends that will influence the way you lead
Yours is the pivotal role in the call center’s operations. Whether your title is that of supervisor, coach, team leader
or manager, your function is one of leadership. The success of your center depends on you.
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Your Pivotal Role:
Frontline Leadership in the Call Center
Other books in this series include
A Career for the 21st Century,
which provides an introduction to call center concepts
and terms, and frontline leadership in the call center, and
Voice of Your Company,
which 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
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