Every Contact Center needs a pipeline of training, knowledge, perspective and ContactCenter Pipeline provides it ... for a few hundred thousand viewers a month. Linda Harden, the Publisher, and Susan Hash, the Editor, thought my book added meaningful content to that pipeline for their readers.
I wish they’d started this site about 25 years ago. It would have made everyone’s life a little easier. Why? Well, they offer so many great lessons and tips and education and knowledge about ... contact center operations and procedures and technology to their readers.
Back in the day we had little to no training. Okay, we had a half-day with two people and other than being entertained I can’t remember a thing. We used the Telephone Doctor video tapes a bit.
That was it for outside training.
That meant we trained in the trenches. Each other. Those who learned fastest, taught the best, stuck our necks out moved up.
Had ContactCenter Pipeline been there, we could have moved up faster with fewer neck burns.
I’m a contact center veteran.
Over 20 years experience, rising through the ranks of call center operations, from entry level customer service rep to team leader to country manager in Germany and finally CEO.
I want to help my industry colleagues grow faster, avoid some of those neck burns and mistakes. I also want to see employees in the trenches get the culture they deserve and that drives a company’s growth.
The book is First, Engage Yourself. It’s seven steps to take before you march out your office door and start demanding everybody start engaging. It’s leading by example.
They’re actionable. Immediately actionable. There’s no budget committee approval needed, no PowerPoint slides to prepare or watch or debate.
You can take them in the safety and comfort of your own office.
They’re ones I took or wished I’d known to take.
They’re cost-effective because there’s no cost to take them other than a few minutes every day. There’s a cost to not take them but you’re paying that every day so it’s like you’re a frog in a pot of water being brought to boil, slowly. You won’t notice it until it’s too late.
I love theory, abstract ideas. My first choice for an undergraduate degree was philosophy. ( Um, but those guys never laughed and I never saw them go out on dates. “Dates,” they sound so quaint in a Tinder-world. Anyway, it didn’t align well with my priorities then and Tinder doesn’t now.) However, there’s enough books written on employee engagement theory and buzzwords and programs and surveys. They aren’t moving the needle for employee engagement.
As a Team Leader, Country Manager and CEO I came to like, even need, real-world, actionable steps I can take today, without first pitching it to an executive committee who’ll need to think about it or the budget I need to take that step.
That’s what I offer: actionable, real-world steps and tips and advice.
That might be a problem for some. It’s comfortable talking about theory and tossing around buzzwords and waiting for the results of the next survey that’s given sometime next quarter. It’s easy to blame a committee or HR’s policy for inaction. However, after reading this book there’s no excuse. That might bother people enough so they don’t want to read it.
However, I think there’s a yearning among managers and leaders and employees for simple steps to take, the kind where when they read them they’ll nod their head and go “of course” and then they’ll remember some of their own, That’s what I wrote.
I offer the book to ContactCenter Pipeline readers and now you as a PDF not an ebook for a Nook or a Kindle with DRM restrictions that prevent you from sharing it with others.
You can buy one copy and share it as you do any PDF with each member of your team. For the cost of one book, each member can have a copy.
So, if you have a team of five every member will have a copy, all for the price of one.
Why a PDF That You Can Share?
Well, ContactCenter Pipeline people are my people. I understand their challenges having lived it every day for 20 years or so. I want to help them. And, I also know with experience and success and few gut-wrenching mistakes that creating an engaged culture is simple, not simplistic. And, it starts with you, each one of us. Surveys and consultants and meetings don’t count.
Get started but First, Engage Yourself. And, then engage your team with the book you can download as PDF at ContactCenterPipeline.