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Manager’s Bookshelf


Practical, proven information on managing customer service and support operations.

Choose the topics you’re interested in today then click the links for more information and samples.

Customer Service Department Salary and Benchmarking Survey Results: 2011
Provides key industry data on customer service salaries and incentives, and on key performance indicators such as wait time, length of call, first-call resolution, call abandonment, and occupation rates.
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Guide to Customer Surveys
Contains 34 real-world questionnaires, plus the guidance you need to create your own customer surveys.
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How to Hire the Best Service Professionals
Provides everything you need to hire, train and retain the best service professionals. Includes real-world examples of ads, interview questions, job descriptions, and much more.
Temporarily Sold Out.
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Listening to the Voice of the Customer
Increase satisfaction, build loyalty and retention with the first how-to manual on the design, implementation and analysis of a customer satisfaction measurement program.
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Management Essentials
Whether you are a new or experienced manager, this guide will sharpen your organizational, coaching, training, motivating, and monitoring skills.
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Motivating Customer Service Employees
The hands-on guide to improving morale, motivation, and productivity in the customer service department.
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The Monkey, the Moon & Maybe
This sequel to The Napkin, the Melon & the Monkey provides inspiration and guidance in dealing with the constant change in the customer service center.
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The Napkin, the Melon & the Monkey
With easy-to-understand parables and down-to-earth language, this charming story of achievement will appeal to everyone who has ever looked for the answers to their work worries.
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