Great at Work

Step-by-step guide for translating sketches into complex façade details

Written by authorities on the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today's business world. While large corporations have explicit call centers, small organizations, even if they do not designate a part of the organization as a call center, due to changing attitudes toward customer service, in practice have call centers. As interactions with customers move away from person-to-person to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication. Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues.

Gamers at Work is a critical resource for new and experienced business leaders—for anyone who feels unprepared for the demanding and seemingly insurmountable trials ahead of them.

The book offers a comprehensive guide for developing leadership and people management skills. It's a powerful, broad-spectrum leadership toolkit with a wealth of information about skills and practices, and hundreds of suggestions and opinions from business and political leaders, consultants, and academics.

Throughout the book are bullet-point lists, exercises, and to-the-point conclusions. It is clearly written and superbly organized. An excellent bibliography and subject index top off this outstanding work.

This book should be an essential reading for all line and human resource managers, and management consultants. It will also be liked by academics belonging to areas such as leading change, performance management and strategic HRM. More than that, it would be found useful by all leaders, who could pick up a good number of insights from it and also develop perspectives from the analyses made.