I read the book, which is the work of Slovenian author Petra Knez Bahor, in about two hours on a beach in Tenerife :) Great coffee, shade, a view of the beach with black volcanic sand, the sound of sea waves, and a book in hand. There's nothing better!
The book is very readable and lightly written. It contains a wealth of advice for building a brand through phone conversations. I liked the positive and motivational thoughts hidden in the book between chapters and the short summaries of the chapters. So you really don't forget the key points.
I would recommend it to all entrepreneurs and managers who have customer phone support in the company or outsource it. I also highly recommend it to online retailers and sellers.
It also excellently explains KPIs for call centers and a glossary of terms (Slovenian-English) used in phone & online sales, which I have not encountered anywhere else before.
I already knew quite a bit of the content from practice and other training, but the review of knowledge and important points was more than welcome.
You can buy the book at www.kontaktni-center.org/knjiga/
Author: Nastja Kramer
