While doing a scan of our library for my personal monthly readings, I came across this little handbook on Help Desk Management. Since Contact Centers have pretty much been part of my life for the past 10 years, I flipped through it.

The book is segmented into days of the week and the seven corresponding topics are Sunday – Strategy, Monday – People, Tuesday – Tools, Wednesday – Customers, Thursday – Communication, Friday – Measurement and Saturday – Progress review.

The information in this book is basic at best and is great if used as an introductory reading for new and even seasoned contact center agents. This book will provide precious foundation knowledge to help them better understand their role. Recommended as a “must-read” for contact centers.