The Customer Call Center Outback has been written to provide some basic support for this critical role. A ""workbook"" format has been designed to make it an easy to use as a reference tool for these leaders we call supervisors. The goal is to offer suggestions on how to solve the most frequently encountered problems for this critical group of leaders. This book is based on research with 70 of the country's call/contact center supervisors. Trotter asked each of them to identify the 10 most frequent problems and then offer a list of actions that resulted in success as well as provide a list of actions that resulted in failure. The author took this research and decided to publish it in as raw a form as possible. The intention is not to be judgmental regarding these solutions, but to offer a wide variety of possible solutions as reference points to the supervisor facing the issue right now. The reason for offering the failing solutions was to inspire creativity by providing them as catalysts for improved solutions. You may find that some solutions deemed failures in some organizations actually were successful in others. Always keep in mind that the goal of the book is to be a workbook or reference manual for a supervisor looking for a solution to an immediate problem.
Mike Trotter is a passionate leader in the call contact center industry. He has invented the term ""business karaoke"" as a term to describe most company's behavior when it comes to being customer focused. He sees things through the eyes of the customers and the employees and has often taken the course of most resistance to make his point. Having spent the past 14 years involved with the daily operation of call/contact centers he has had a chance to put this philosophy into practice.