Recommended Books

Call Center Management on Fast Forward – by Brad Cleveland

Call Center Technology Demystified – by Lori Bocklund and Dave Bengtson

The One Minute Manager Meets the Monkey - by Ken Blanchard

 

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…”

 

Social Media

Nor Cal Contact Center Association group on LinkedIn