"Call Center and Contact Center Management" is the ultimate guide to navigating the world of contact centers. Whether you're starting a career, setting up a business, or managing an existing operation, this comprehensive book will provide you with everything you need to succeed.Who is this book for?Aspiring Professionals looking to build a career in the contact center industryEntrepreneurs & Business Owners planning to start or set up a contact centerCall Center Agents seeking to enhance their skills and advance in their careersManagers, Supervisors, & Directors who want to improve team performance and drive customer satisfactionWhat does this book cover?Introduction to Call Centers & Contact Centers: Understanding the foundations and operations of modern contact centers.Operations & Technology: Exploring the essential tech tools and systems that power contact centers.Workforce Management & Optimization: Strategies for effectively managing and enhancing agent performance.Customer Experience & Satisfaction: Best practices to deliver exceptional customer service and ensure satisfaction.Performance Management & Reporting: Techniques for tracking and improving team performance through data and insights.Quality Assurance & Process Improvement: Maintaining high-quality standards and implementing continuous process improvements.Leadership & Management: Key strategies for guiding and motivating teams to succeed in a call center environment.Outsourcing & Vendor Management: Understanding outsourcing roles and best practices for managing vendors.Compliance & Security: Navigating legal, security, and regulatory requirements in contact center operations.Employee Well-being & Mental Health: Strategies for supporting agent well-being, reducing burnout, and fostering a healthy work environment.This book offers everything you need to manage, optimize, and grow your contact center operations, ensuring top-tier performance and customer satisfaction.Get your copy today and start mastering the art of contact center management! Read more

In The Unstoppable EA, Becky Kaapuni pours her heart, experiences, andhard-won lessons into helping fellow EAs discover their true potential. Throughpersonal stories, practical advice, and proven strategies, she shows readers howto embrace their unique strengths, build unshakeable confidence, and createtheir own path to success in this challenging yet incredibly rewarding profession.Drawing from her journey supporting high-level executives—including themistakes, victories, and everything in between—Kaapuni shares honest insightsto help EAs boost their resilience and, more importantly, recognize their trueworth. Having lived the struggles and triumphs of this role, she guides readers innavigating them with authenticity and power.This book serves as their guide to creating a career that makes them shine.Through these pages, they'll unlock their potential and discover how to becomethe unstoppable force they are! Read more

Assistant, you are a leader. As an assistant, you constantly face obstacles that hold you back from accomplishing your career goals. Whether it’s a job change, shifting deadlines, a micromanaging executive, a toxic co-worker, a high-pressure project, or an intense negotiation with a vendor, the administrative profession is not for the faint of heart. If you’re looking to maintain the status quo and be “just an assistant,” this book is not for you. But, if you want the confidence and ability to conquer the challenges that most try to avoid, then you’re in the right place. The Leader Assistant outlines four pillars—embody the characteristics, employ the tactics, engage in relationships, and exercise self-care—that will help you rediscover your passion for the profession and become a confident, future-proof, game-changing Leader Assistant. If you neglect even one pillar, you’ll head for burnout, stagnation, and anonymity. You are meant for so much more. Are you ready to be the Leader Assistant the world needs? Read more

The Leader Assistant Workbook is an in-depth study and discussion guide for executive assistants, virtual assistants, administrative business partners, chiefs of staff, and other administrative professionals. It's the official companion to the #1 bestselling book for assistants – The Leader Assistant: Four Pillars of a Confident, Game-Changing Assistant.If you’re looking to maintain the status quo and be “just an assistant,” this workbook is not for you.However, if you want to dig deeper and learn to lead yourself, lead your team, and lead your executive, then it's time to dive into this in-depth and practical study and discussion guide.No matter how far along you are in your career, The Leader Assistant Workbook is designed to empower and equip you to be the confident, game-changing, Leader Assistant the world needs.(Note: To purchase a printable PDF version of this workbook, with lines and space for note-taking, visit leaderassistantbook.com/workbook) Read more

Are You Running Your Business…… or is your business running you? Does being the CEO mean you are the Chief Everything Office in your organization?If that’s the case, you are not alone, but it doesn’t have to be that way anymore. In Well-Oiled OperationsTM, Stacy walks you through what you need to know and implement in terms of strategy, leadership, and systems to enable you to turn your business into a well-oiled operation, including:Building a road map, prioritizing, and maximizing ROIConducting effective meetings, setting boundaries, and providing onboarding and hiring/firing techniques and best practicesHow to systemize, delegate, and leverage most effectivelyYou’ll learn exactly what you need to know to build a successful business that runs without you being there day in and day out! Read more

None

Administrative professionals, no one is coming to save you from feeling frustrated, unheard, and undervalued in your career.Unlock your true potential as an administrative professional and step into the career you deserve with Evolved Assistant: Unlocking Success in a New Era for Administrative Professionals. Whether you’re an executive assistant, administrative coordinator, office manager, receptionist, or any other title under the administrative umbrella, this book is your definitive guide to transforming your career.In the fast-paced world of administrative support, it’s easy to feel overlooked, underappreciated, and stifled in your growth. You long for more—more recognition, more opportunities, and a deeper acknowledgment of your true worth. Evolved Assistant is here to help you break free from those limitations and unlock a path of meaningful professional growth and development.Tara M. Sims, a seasoned administrative leader with over two decades of experience, introduces her powerful 4M’s Framework: Mindset, Management, Marketing, and Maintenance. This framework is designed to elevate you from the status quo to a place of intention and action. With Tara as your guide, you’ll gain actionable insights and practical strategies to overcome obstacles, take charge of your career, and achieve greater personal, professional, and financial success and fulfillment.Each chapter is packed with proven techniques and what Tara calls evolutionary exercises, that will help you not just learn, but truly evolve. Tackling topics like adopting a growth mindset, improved skill development, leveraging relationships, and setting boundaries you’ll discover how to harness the power within you to change your career trajectory and create a future where your contributions are valued, and your potential is fully realized.Evolved Assistant isn’t just about theory—it’s about practice, repetition, and real-world application. Start your journey toward becoming an Evolved Assistant today and embrace the career you’ve always envisioned. The path to unlocking your success is within reach.Are you ready to take the first step? Read more

Rethink everything you know about office culture, hybrid work, and remote teams with this game-changing book by acclaimed business culture design consultant Gustavo Razzetti, CEO of Fearless Culture - Featured in Forbes, Blue Ink Review, and FlexOS. "Gustavo Razzetti captures the return to the office/remote debate so well and enables us to understand how we can utilize the benefits of remote working without compromising on having a great company culture. A great read!"--Liz Rider, Global Head of Leadership and Culture, Volvo⭐️ ⭐️ ⭐️ ⭐️ ⭐️Hybrid and remote work is here to stay. But what will it take for your company to succeed in the new normal?The pandemic taught many businesses a very valuable lesson — those who don’t adapt will get left behind. Some businesses managed to not only survive but actually thrive in a remote and hybrid work model. What’s their secret?Remote, Not Distant unveils the secrets behind successful remote workplace cultures and provides actionable tools for senior leaders, managers, team members, and consultants. Authored by top culture thought leader Gustavo Razzetti, this book provides a clear roadmap to understanding, adapting to, and succeeding in a hybrid workplace. After spending years studying businesses like Amazon, Volvo, and Microsoft, Razzetti meticulously addresses the multiple areas that are crucial to effective remote and hybrid work today, such as culture, keeping your team connected, asynchronous communication, facilitating courageous conversations, and defining the right hybrid model for your organization.Here’s exactly what this book will show you:What successful remote leaders do differently and how you can do the sameHow to implement the 5 key mindset shifts to reset your workplace cultureWhy your office was never your culture and what to do about itHow to build company culture remotelyHow to build psychological safety – one step at a timeHow to incorporate the six modes of collaboration for hybrid teamsHow you can build a successful culture by design, and not chanceAnd so much more!Simply put: In Remote, Not Distant, you will learn how to design a company culture that will help you thrive in a hybrid workplace."The future of work isn't fixed; it's waiting to be built. Remote, Not Distant offers a tactical blueprint to building a better future for all."--Darren Murph, Head of Remote, GitLab⭐️ ⭐️ ⭐️ ⭐️ ⭐️The future of work is here. Will you adapt or be left in the dust?Free Bonuses: Access to download dozens of exclusive tools and templates to design your hybrid work culture (upon book purchase - add to cart now)."If you want to thrive in a post-pandemic world, read this book!"--Dr. Tasha Eurich, New York Times Bestselling Author of Insight⭐️ ⭐️ ⭐️ ⭐️ ⭐️ Read more

If you’re always thinking that your to-do list is impossible and that there aren’t enough hours in the day, The Implementation Code was written specifically for you. This is not another typical time management book. It goes so much deeper than that and gets to the core of why you can’t seem to get things done. And once you understand those reasons, Stacy gives you the exact code you need to put to use today with actionable steps that will allow you to move through your to-do list to start growing your business and living the life you want.Her insights underscore the power of implementation, and implementation is exactly what separates those who have a to-do list and those who actually get things done. You’ll find yourself in the latter category before you even finish reading the book! Read more

WINNER: PA Voice Awards 2015 - Best Book for a PA (1st edition) With the world of work profoundly disrupted by artificial intelligence, machine learning and COVID-19, the role of the executive assistant is changed forever. Learn how to respond to these challenges and help create 'the better normal' while developing the leadership skills necessary to thrive in a senior administrative position. From bestselling author and expert Sue France, The Definitive Executive Assistant & Managerial Handbook is the ultimate guide to management in the context of an administrative role. Placing an emphasis on both personal leadership and practical skills, this new edition of the award-winning book teaches readers to manage a team, develop the emotional intelligence to understand their colleagues, negotiate effectively and confidently manage a project. Equipped with these tools, readers will be ready to steer their teams to organizational success in any situation. With new sections on best practice for managing remote workers and building a responsible relationship with new technologies, The Definitive Executive & Managerial Handbook is an indispensable guide for both ambitious PAs aiming for promotion and senior assistants who want to improve their skills. Read more

None

Una novela para leer a escondidas en la oficina La presentadora del pódcast Arsénico Caviar debuta con una afilada novela sobre una mujer harta del trabajo.El descontento es la historia de Marisa, una mujer en sus treinta que vive anestesiada mediante ansiolíticos y videos de YouTube para soportar las rutinas y pesares de su día a día en una agencia de publicidad. Tan solo acude presencialmente a la oficina para ahorrar dinero en aire acondicionado durante el sofocante agosto madrileño. Marisa odia el trabajo. Sin embargo, no puede dejarlo: le gustan demasiado las cosas bonitas.La semana previa a un team building organizado por su empresa, la ansiedad de Marisa se dispara; compartir un fin de semana entero con sus compañeros le resulta insoportable y el recuerdo enterrado de una tragedia ocurrida tiempo atrás vuelve para atormentarla. A medida que pasan los días, su máscara social, tan cuidada y pulida a lo largo de los años, se irá resquebrajando hasta hacerlo volar todo por los aires.Esta novela es un dardo afilado que atraviesa al lector con cada palabra. Una radiografía magistral sobre las crisis vividas por cualquier persona que trabaja; sobre la soledad, la necesidad de vínculos y conexiones para encontrar la chispa y no tirarse delante de un autobús un lunes por la mañana. Read more

Ninguna empresa está exenta de problemas de poder: choque de personalidades, competencia por los mismos objetivos, guerras entre departamentos… Pero necesitas trabajar de forma productiva con todos tus compañeros por el bien de tu empresa y de tu carrera. Para conseguirlo sin comprometer tus valores, debes reconocer que existen dinámicas de poder y reglas no escritas que tienes que saber gestionar. Con la Guía HBR Relaciones de Poder en la Oficina tendrás éxito en tu trabajo sin necesidad de convertirte en un acaparador de poder o en un arribista. Podrás desarrollar una estrategia eficaz y provechosa para ti. Aprenderás a tener más influencia sin perder tu integridad; a enfrentarte a compañeros desleales; a desenvolverte en las conversaciones difíciles; a controlar las tensiones cuando los recursos son escasos; a conseguir los recursos que necesitas; y a reconocer que no todos los conflictos son malos. Read more

When's the last time you got paid to travel around the world, had carte blanche access to events and premiers, or rubbed elbows with the trend setters? The Essential Handbook for Personal Assistants is THE nuts and bolts guide covering everything you need to successfully become a Personal Assistant. Whether you'll be working in a household, office, estate, or multiple homes, or traveling around the globe, this guide will take you through all the steps you need from beginning your search and finding the best jobs, to hitting the ground running and looking like a Rock Star without missing a beat. You'll learn trade secrets and coveted techniques for keeping yourself valuable. If you're already a working Personal Assistant and switching to a new position, you'll get valuable tools and insights to make your boss think you've been doing this for years. Employers will get personalized insights for hiring the right Personal Assistant costing a ton of time and money. Read more

‘Little Black Book is THE book of the year for working women with drive’ Refinery 29The essential career handbook for creative working women.‘A compact gem’ StylistLittle Black Book: A Toolkit For Working Women is the modern career guide every creative woman needs, whether you’re just starting out or already have years of experience. Packed with fresh ideas and no-nonsense practical advice, this travel-sized career handbook is guaranteed to become your go-to resource when it comes to building the career you want.Writer Otegha Uwagba (one of Forbes European 30 Under 30) takes you through everything you need to build a successful self-made career: from how to negotiate a payrise to building a killer personal brand, via a crash course in networking like a pro, and tips for overcoming creative block. Plus Little Black Book is full of indispensable advice on how to thrive as a freelancer, and an entire chapter dedicated to helping you master the tricky art of public speaking.With contributions from trailblazing creative women including acclaimed author Chimamanda Ngozi Adichie, Refinery29 co-founder Piera Gelardi, The Gentlewoman's Editor in Chief Penny Martin, and many more, Little Black Book is a curation of essential wisdom and hard-won career insights. Whether you’re a thinker, a maker, an artist or an entrepreneur, you’ll find plenty of inspiration for your working life here. Read more

NSFW (Not Safe for Work) is the book for managers who want to lead differently. Half manifesto, half manual, NSFW shines a spotlight on everything that’s wrong in Corporate America - rampant layoffs, employee burnout, and regressive return-to-office mandates - and then provides practical tools that good managers can use to fix things for their teams today.Filled with real-life examples and actual scenarios from the author's 30+ years of experience working in corporate America, NSFW gives you actual tools to build a positive culture, strategies for dealing with burnout from toxic management, and in-depth techniques for leading flexible, remote teams. Using proprietary tools including Lead Like a Landscape Architect and Total Meeting Makeover, NSFW offers alternatives to top-down leadership, such as leading with trust, empathy and vision.Not your mother’s leadership book, NSFW boldly calls B.S. on corporate norms, like “doing more with less,” and “managing up,” while providing an alternative approach that puts people first and still delivers business results.Table of ContentsPart 1: THE MANIFESTO1. You’re not alone2. All hail the shareholders3. Hell no, RTO4. Not Ok, Boomer5. Lead and inspire, or get out of the way Part 2: THE MANUAL6. Let's leave a legacy7. Lead like a landscape architect8. Co-creating your team vision9. Total meeting makeover 10. Coach, don’t correct11. Managers on a missionKeywordsRTO, Return to office, Tosca Fasso, NSFW, #NSFW, Not Safe For Work, Corporate America, toxic culture , Manager on a Mission , Leadership revolution, Leadership, Management, Empathetic management, Servant leadership, Flexible work arrangements , Toxic workplace solutions, Career coaching and mentorship , Workplace wellness, Employee engagement strategies , Remote work benefits , Stakeholder capitalism, Shareholder capitalism, Modern management techniques , Jack welch, GE, Boomer managers, Quiet quitting, psychological safety, a good manager's guide to better feeling work in a toxic culture, micromanager, bad boss Read more

It's Monday morning and you have a knot in your stomach as you think of going to work. You recently started a new job as a team leader. You were very excited in the beginning, but it has been a tough week. Your team members don't seem too happy with you, people have been skipping meetings, you've been drowning in emails and requests, two of your teammates are not even talking to each other and your new boss wants you to present your team's plans for the year when you have barely a plan for next week. You are realizing you actually have no clue how to be a team leader. Sure, you're great at what you do, and you've been a great team player. But nothing in your professional training taught you how to do this. "This" being building a team. Actually, building an amazing team. - How do you bring together disparate characters and create something bigger and better than the sum of the parts? What teambuilding activities do you use? - How do you deal with your own self doubt and imposter syndrome? - How do you achieve your goals, when these can only be accomplished through teamwork? How do you ensure that managing your team’s request doesn’t eat up all your time? - What do you do when conflict explodes? Unless you actually studied for a career in management or business administration, chances are you were never taught anything about team leadership and managing people. This book is for you if: a. You have just started as a team leader (at work, in a sport or a hobby, or when volunteering) but have never learned about leadership and management in your career. b. You have been a leader for a while but are currently facing a crisis period and feel you don’t have the tools to resolve it or if you want to learn new ways to strengthen your team, get better results, and build a better work environment. This book is a practical guide to accompany you through the process of becoming a great leader and putting together a dream team. It will show you how to: • Identify the leadership skills you already possess and build on them. • Successfully transition from team member to team leader. • Get rid of overwhelm and learn to manage your time. • Achieve your team goals through smart planning and follow-up strategies. • Manage the team formation process to create a strong, cohesive team. • Maintain smooth communication by establishing solid systems. • Help your team members avoid or overcome demotivation and burnout. • Resolve conflict constructively. This book focuses both on developing the mindset that can help you become a great team leader, and on building the strategies that will help you reach your goals, maintain team spirit and communication, and prevent conflict. This is the book I wish I had when I started as a team leader years ago. I’ve put together all the best strategies I researched and tested through my own journey as a leader. After reading this book and testing the practical ideas in it, within weeks you’ll see positive changes in how your team relates to you and to each other. You’ll feel empowered. You’ll have a clear vision of who you want to be as a leader and what you want your dream team to look like, and most importantly, the tools and the plan that will make that vision a reality. My goal with this book is that you will find simple, easily-implementable solutions to the problems that now seem insurmountable. That tomorrow, instead of dreading your team meetings, you’ll start looking forward to interacting with your team. That when the next quarter comes, you’ll have a clear plan of how to create an amazing opportunity out of those dull personnel reviews. That in a few weeks from now, the grey cloud of dread, boredom, and stress hanging over you every Monday morning when you have to hit the office will disappear and the sky will look bright blue as you go re-join that dream team of yours for another week of astounding successes. The journey starts here. It’s a fun one. Read more

None

A blueprint for designing and delivering exceptional meetings - consistently.In business world, a huge and growing amount of time is invested in meetings.Despite the immense possibilities that timely rendezvous with staff, partners or clients can open up, however, work meetings regularly fail to deliver on their full potential.So what can be done to prevent time-pressed executives from wasting precious hours on mediocre results from ineffectual gatherings?Meet ST Hoogwout. He’s spent years teaching businesspeople worldwide how to conduct spectacularly effective meetings.In this book, he shares his reliable blueprint for designing and hosting successful ones every time—using simple but proven strategies that will transform administrators, managers and directors in your company into Meetings Maestros.Inside these pages you will find all the tools you need to conduct engaging, purposeful and effective meetings of any type, empowering your business not only to save time, but also to lift morale and grow productivity.“Actionable, practical strategies to help slash time-wasting and convert exhausting meetings into engaging ones.”Nils Vesk, Author of The Reinvention Sprint and Founder of the innovation agency Ideas with Legs“A first-class look at how to design meetings to have a clearly defined purpose, ensure engagement and deliver outcomes quickly.”Julie Bowden, Director at True Colours People Solutions“Regardless of your level of experience and proficiency, Meetings Maestro is the quintessential guide to get even more out of your meetings.”Jeffery Wang, Founder of Professional Development ForumWhat's inside the book:Learn why most meetings are inadequate and find out where you are on the ‘Rookie to Meetings Maestro’ ladder.What is the best method to scheduling meetings smarter? You need to send out a meeting invite and everything will be taken care off, right? Wrong! Exceptional meetings start with diligent preparation. ST’s groundbreaking process reveals how.Set yourself up for success. Use tried-and-tested templates to improve results and improve meetings instantly.How to lead better meetings that achieve outcomes. Learn the 6 core facilitation skills to conduct engaging, purposeful, and effective meetings from start to finish.Tactics for elevating the energy in the room at any given moment in your meeting.End on a high and demonstrate leadership that gets results. Learn how to define and clear agreed action steps and ownership to ensure everyone is on the same page and real progress can be made.The absolute FASTEST way to accelerate your journey to becoming a Meetings Maestro... Even if you are starting from square one.Meetings Maestro is packed with templates, exercises and practices you can apply from today for greater meeting success. Read more

Master the skills needed for success in today's rapidly changing work environment with the useful, practical management tools and insights found only in ADMINISTRATIVE MANAGEMENT: SETTING PEOPLE UP FOR SUCCESS. Readers discover the keys to functioning at the highest level in today's professional work environment. This unique book helps readers navigate and respond most effectively to contemporary work challenges. The authors use their extensive experience to highlight actual valuable tools that truly set readers up for success.A concise, inviting approach introduces basic, critical management concepts for a full understanding of the goals, functions, and responsibilities of today's managers. Readers learn how to identify opportunities to package their skills and sell their strengths for both immediate and long-term professional success. Read more