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Review title: If you can stomach the awful writing ....
Product review: and have limited experience in call center management, then this book may be of some value. If you are a reasonably experienced supervisor or manager in a decent organization, this book will be of little to no value. If you are new to management in a call center, and don't feel you've been part of quality organizations in the past, you may glean a few best practices from this book.The writing though is truly wretched. Words are embarrassingly misused throughout the book, and the overall writing quality is poor enough to be a constant distraction. This book is only for the truly desperate. There are so few books specifically on call center management, I decided to order this for myself without reviewed a copy. It was a mistake.Note that the book is self-published by the author. No reputable publisher would have published this.
