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Books / Media ~ A Career for the 21st Century



Cliff is the author of A Career for the 21st Century: A Handbook for Call Center Agents. This primer is an exciting new tool to improve retention and performances of call center agents. This book gives them the "big picture" of our industry and their role in it.


In this first volume in the Call Center Agent Handbook Series, Cliff introduces the reader to the basic terms and best practices used in call centers today.

With his easy-to-read style, Cliff offers the insights needed to answer questions like:
  • Are you ready to turn your job into a career?

  • Have you ever wanted to get more out of your job than just a paycheck?

  • Do you wonder about your call center operation’s bigger picture—and where you fit in?

  • How can you tell when you’re doing an excellent job?

  • How can you become more competent and confident in your new career as quickly as possible?

Frontline Cover
A Career for the 21st Century: A Handbook for Call Center Agents

"Everything your reps want to know about their new career, but didn't know who to ask. ... and you haven't had time to teach."

SEE THE SECOND BOOK IN THE SERIES!
Voices of Your Company: Conversational Skills for the Customer Service Rep