Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Books

Books:

Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees by Mal­colm Car­law, Peggy Car­law, Vasudha Dem­ing, and Kurt Fried­mann, pub­lished by McGraw-Hill (You can pur­chase directly from us for $34.95. The prices listed on Ama­zon are incor­rect.
The Big Book of Cus­tomer Ser­vice Train­ing Games by Peggy Car­law, and Vasudha Dem­ing
The Big Book of Sales Games by Peggy Car­law and Vasudha Dem­ing
The Big Book of Lead­er­ship Games by Vasudha Dem­ing
Man­ag­ing the Cus­tomer Expe­ri­ence by Shaun Smith and Joe Wheeler
Strate­gic Cus­tomer Ser­vice by John A. Good­man
Three Signs of a Mis­er­able Job by Patrick Lencioni
Chief Cus­tomer Offi­cer by Jeanne Bliss
Com­plex­ity Avalanche by J.B. Wood

Sites:

Chief Learn­ing Offi­cer
Cus­tomer Think
Elearn­ing!
Con­tact Cen­ter Pipeline
Train­ing Mag­a­zine
Best Ser­vice One

Asso­ci­a­tions:

Iner­na­tional Soci­ety for Per­for­mance Improve­ment
Amer­i­can Soci­ety for Train­ing and Devel­op­ment
Inter­na­tional Cus­tomer Ser­vice Asso­ci­a­tion
Tech­nol­ogy Ser­vices Indus­try Asso­ci­a­tion
Con­tact Cen­ter World

Impact books pub­lished by McGraw Hill:

managing and motivating contact center employees Customer Service Books Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees by Mal­colm Car­law, Peggy Car­law, Vasudha Dem­ing, and Kurt Fried­mann (You can pur­chase directly from us for $34.95. The prices listed on Ama­zon are incorrect.)
the big book of customer service training games Customer Service Books The Big Book of Cus­tomer Ser­vice Train­ing Games by Peggy Car­law, and Vasudha Deming
the big book of sales games improving sales skills Customer Service Books The Big Book of Sales Games by Peggy Car­law and Vasudha Deming