The Blue Collar Call Center
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. Buy On Amazon 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.