Productivity 
Running a thriving contact center requires more than managing calls. It’s about delivering memorable customer experiences across channels. And you can only do that when you know how to understand customers, solve their problems, and keep them coming back.
So, how do you learn to deliver seamless, positive interactions every time?
It starts with gaining knowledge, and there’s no better way to do that than through call center books. Here’s a roundup of seven must-read call center books to help you improve customer experience strategies.
These contact center books give you the right techniques and actionable tips to deliver exceptional support when people reach out, helping you level up your customer service game.
1. “Call Center Management on Fast Forward” by Brad Cleveland
Brad Cleveland’s “Call Center Management on Fast Forward” is a cornerstone for anyone in the industry. Now in its fourth edition, the book provides fresh insights into managing customer expectations. It teaches you how to optimize performance and adopt innovative approaches to building a customer-focused contact center.
The book defines contact center management as “having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload at service level and with quality.” Managing all these factors helps you stay competitive and turn your contact center into a strategic asset for your organization.
This book also discusses how to achieve service levels while maintaining quality customer interactions, and it provides guidance on securing executive support for contact center initiatives.
You’ll find plenty of case studies and actionable strategies for improving performance metrics, like reducing wait times, increasing first-call resolution, and improving customer satisfaction.
You’ll walk away with real-world examples and tools to:
- Improve call center operations and service quality
- Align call center goals with broader business objectives
- Demonstrate the contact center’s long-term value to senior leadership
- Motivate contact center teams to raise customer service standards
2. “The Call Center Handbook” by Keith Dawson
A classic in the call center industry, Keith Dawson’s “The Call Center Handbook” offers a thorough guide to setting up, managing, and improving call center operations.
“The Call Center Handbook” is for anyone who works in a call center or who helps customers or makes sales by phone. The book covers everything you’ll need to make a call center run — and run better.
If you’re responsible for day-to-day operations, customer interactions, workforce scheduling, quality assurance, or even handling customer calls, this book is for you.
By simplifying complex ideas with case studies and actionable insights, the book makes it easy for new managers to grasp the essentials of building efficient contact centers. At the same time, experienced leaders will find strategies to improve performance and scale operations.
After finishing Dawson’s “The Call Center Handbook,” you will:
- Know how to choose the right technology to understand performance metrics in a contact center
- Have the tools to enhance service levels and operational efficiency
3. “Managing and Motivating Contact Center Employees” by Malcolm and Peggy Carlaw
“Managing and Motivating Contact Center Employees” by Malcolm and Peggy Carlaw is for managers and supervisors looking to optimize the performance of their frontline staff.
You already know that engaged employees are the backbone of a successful call center. When they’re motivated and feel valued, they deliver better service, stay committed, and contribute to a positive work environment.
That’s why managers must develop self-awareness, persistence, and a growth mindset. These qualities increase employee satisfaction and reduce turnover, helping them motivate their call center employees.
The book emphasizes that “being a good manager takes work and discipline. It takes knowledge, determination, persistence, and the occasional sacrifice. And it takes the courage to realize your flaws and weaknesses and to work on them — the same courage you require of your agents for them to get better at the work they do.”
This book will teach you how call center managers can:
- Lead by example to inspire their frontline staff
- Work proactively on their weaknesses to motivate the team
- Improve workforce engagement and reduce turnover
4. “Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization” by Randy Rubingh
This book’s foundation is built on Randy Rubingh’s personal experiences with how others perceive call centers.
Rubingh says, ”I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight.”
That’s when he thought about writing a book that would combine everything he’d learned in over 25 years in the industry. The book offers in-depth strategies and insights for call center managers to boost agent performance and enhance customer service. It also provides valuable advice on recruiting, training, and managing staff as well as tips for fostering a positive work culture.
Rubingh emphasizes the importance of hiring the right people, equipping them with the necessary skills, and creating an environment where they feel valued and motivated. He also shares tips for building world-class customer service teams and leadership.
Rubingh’s book leaves you with:
- Hands-on advice for customer service professionals
- Proven strategies for hiring and retaining great contact center agents
- Advanced understanding of call center statistics for improving operations
- Assorted tools to ensure higher levels of employee and customer satisfaction
5. “Conducting a Contact Center Assessment” by Michael Cusack
In “Conducting a Contact Center Assessment,” Michael Cusack outlines a clear plan for companies to evaluate and improve their contact centers. In Cusack’s words, this book is for those “who want a framework for assessing a contact center’s operations and identifying opportunities for improvement.”
The book covers areas like customer service, daily operations, and technology. Cusack also shares methods managers can use to spot problem areas, set clear goals, and implement changes that improve customer satisfaction and operational efficiency.
The best part of this book is its practical advice for improving contact center operations. This makes it a valuable guide for all those in charge — from team leaders to executives — who are focused on achieving high performance and smoother workflows.
In the end, this book teaches call center executives and managers how to:
- Improve operational efficiency
- Find solutions to everyday call center challenges
- Ensure smooth operations for both employees and customers
6. “Customer Experience 3.0” by John Goodman
John Goodman’s “Customer Experience 3.0” is for those looking to improve digital customer experiences with modern technology and customer relationship management (CRM) systems.
According to Goodman, “Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves. Others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball.”
This means that listening to and acting on customer feedback is essential for improving customer satisfaction and loyalty.
That’s why the book shares helpful strategies for using digital tools, like support automation systems and CRM platforms, to enhance service, resolve issues quickly, and create personalized interactions. These tips help companies to not only boost customer satisfaction but also to build stronger relationships with their customers.
Reading this book is essential for call center employees looking to:
- Understand the power of word-of-mouth marketing for attracting and retaining customers
- Stay up to date with digital advancements to enhance customer service
- Learn the importance of the voice of the customer in shaping effective strategies
7. “AI Is My Friend: A Practical Guide for Contact Centers” by Mikhail Naumov
Mikhail Naumov’s “AI Is My Friend” remains the go-to guide for introducing artificial intelligence (AI) in call centers.
Naumov is driven by the desire to help call centers avoid getting bogged down by repetitive processes. He mentions, “As a customer service professional, your goal is to help your customers by solving their concerns quickly and effectively. This isn’t easy to accomplish if you’re spending half of your day on repetitive processes that slow down progress.”
The book shares how call centers can automate routine tasks like answering basic questions and processing orders with AI.
You’ll also learn how to use AI technologies like chatbots, virtual assistants, and automation to simplify operations and reduce costs. Plus, you’ll discover how AI can handle routine tasks and provide valuable insights — all without losing the human touch.
This book is ideal for call center managers and employees ready to adopt AI to:
- Automate repetitive tasks
- Improve operational efficiency
- Create personalized, meaningful interactions with customers
Nextiva: The Perfect Platform to Apply Your Knowledge From Call Center Books
Creating an inclusive and successful contact center requires access to the right knowledge and tools. The top call center book recommendations provide a well-rounded approach to building a contact center where everyone — from managers to call center agents — can feel empowered to deliver outstanding customer experiences.
Nextiva focuses on delivering the resources and technology that ensure all team members in your contact center succeed. Pair the insights from these books with Nextiva’s platform to build a contact center that excels in customer service and fosters collective growth.
Want more book recommendations?
Check out these great books you can use to offer memorable and delightful experiences to your customers:
- Must-Read Books to Improve Customer Experience
- Top 11 Customer Experience Books You Must Definitely Read
- 13 Customer Service Books to Skyrocket Customer Satisfaction
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