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23 Steps to an Effective Call Center by Réal Bergevin is required reading for any organization wanting to cost effectively provide superior customer service in a call center environment.

The 23 Steps of Réal's business model are outlined in his book, and explains how each step is used, and affected, by:

-the call center manager,
-the technology supervisor,
-the call center analyst,
-the resource supervisor (scheduler),
-the employee performance supervisor, and the telephone service representative

Developed for Transcom North America / Asia’s managers and clients, 23 Steps to an Effective Call Center is a comprehensive model of call center operations. From development of the call center mission to tracking results, the model provides a powerful and complete "hands-on" method of affecting results.

The price of the book is $19.63 CAN plus shipping and taxes