Recommended Books

The Effective Manager - Mark Horstman

Call Center Management on Fast Forward – Brad Cleveland

Call Center Technology Demystified – Lori Bocklund and Dave Bengtson

The One Minute Manager Meets the Monkey - Ken Blanchard

The Service Culture Handbook - Jeff Toister

Happier Now - Nataly Kogan

Sustained Leadership WBSThomas G. Reid JD CSCM CPCM



Training & Education

The Call Center School

Brad Cleveland

ICMI – “Also known as the International Customer Management Institute (ICMI), we are the leading global provider of comprehensive resources for customer management professionals…”



CX Accelerator 

CXAccelerator on Slack

Nor Cal Contact Center Association group on LinkedIn

@NCCCA_ on Twitter


Other US Contact Center Associations

Mid West Contact Center Association

North East Contact Center Forum

Austin Contact Center Alliance

The Professional Teleservice Management Association (San Antonio)

Association of Customer Contact Professionals (Kansas City)

Contact Center Networking Group


It was great hearing ideas and suggestions from others about what has worked well for them. I look to use some of the ideas shared in the future.
— June 2018 Attendee