The Blue Collar Call Center: A Conversational Look on Building and Maintaining a World Class Trades Contact Center
In this short book, David Powers (host of the Caffeinated CX and HeroTalk podcasts) spells out how to build (or rebuild) and maintain a world class call center for the Trades! Taking from over 24 years of experience in the call center space, David spells out what it takes to build a thriving culture of learning, growth, and accountability for one of the most important departments in your business.
Taking a no BS, no holds-barred approach this book covers everything from setting up the call floor, to hiring the perfect CSR, to training, to what metrics to hold them (and you) accountable for. If you’re thinking of setting up your call center, or if you’re already running a call center in the trades, this book will have what you need to improve it to world class levels.