When Bob speaks he often refers to great books that have impacted his life – either personally or professionally. Choose from this list to grow as a leader, as a manager and as a person.
|“Ideas at Work-Powerful Ideas for Transforming Your Call Center”
Companies are constantly seeking new ideas for improving the customer experience. The place to start is with the front-line people that interact with customers every day. “Ideas at Work” provides real solutions to real problems based on real experience. Executives, managers and agents will find powerful ideas that have transformed organizations at every level. Available online for $24.95.
Learn how to reach your potential from some of the most successful possibility thinkers. Bob joins some of America”s leading authors, including Stephen Covey and Brian Tracey in this amazing anthology. The book offers frank and intimate interviews with men and women whose passion and determination have helped them reach the top!
|Never Eat Alone by Keith Farazzi
Ferrazzi presents a whirlwind of ideas to widen your circle of contacts that goes way beyond the usual stale concepts of “networking.”
This is the book that you should read next – it has been my top “recommendation” for the past 12 months!
|Its OK to Be The Boss by Bruce Tolgan
The guru of Gen X and Gen Y had written a new book that applies to everyone. He explains to any employees the advantage of accepting empowerment and becoming the boss, whether you have the title or not.
|Starbucks Experience by Joseph A. Michelli
As a Starbucks junky this book was fascinating. As I tell people every time I speak – READ THIS BOOK – it has some basic customer service concepts that cross over into almost any situation. It is my top pick of the year for customer service reading.
|Be Our Guest by Disney Institute, Ted Kinni, Michael D. Eisner
If you have ever been to Disney World you know the experience is very different. This is a great little book about the things that are done “on purpose” to make your visit magical. You are sure to find a story or idea that you can use in your business.
|Never Be Boring Again by Doug Stevenson
If you speak in small groups or large, you will be amazed at how the audience will react if you tell a good story. Doug Stephenson captures the “why” and the “how” in easy to understand and follow concepts. I recommend this book to everyone that speaks or wants to communicate via stories. I have given it to friends who are financial planners, pastors, teachers and leaders of companies. The concepts are not magic but with some work you will tell a story with a brand new level of success.
|It’s Your Ship: Management Techniques from the Best Damn Ship in the Navy by Michael Abrashoff
Although the book is about leading a team of Navy Shipmen, the words of wisdom from Michael Abrashoff will give you real insight into how to lead your team.
|Good to Great: Why Some Companies Make the Leap… and Others Don’t by Jim Collins
The basis for moving your organization to change. Read this and change your perspective then change your organization to make them great.
|Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment by Brad Cleveland
The first book for every call center manager. Without the knowledge offered in this book about the inter-workings of forecasting and scheduling you cannot be a successful leader of a call center – it is that simple!
|Please Understand Me II: Temperament Character Intelligence
This is an updated version of a book that I read over 20 years ago. If you want to understand yourself and your people, then buy this book today. As we discuss in our speaking programs, I believe that relationships are key to success as a leader and manager of people.
|God in the Whirlwind by Tim Elsworth
Read the amazing story of how the students of Union University survived an F4 Tornado on February 2, 2009. The first chapter chronicles the amazing story of Bob’s son who was buried in the ruble of Water’s Commons with six other guys. 25 feet deep, under 3.5 tons of steel and concrete, hear how they coped for more than four hours before rescue came. All seven guys survived – along with more than 1100 students who were also on campus.
|Searching for God Knows What by Donald Miller
This is the best Christian book I have read in 10 years. If you want to see God in a new light in your everyday walk, this is the one for you. It is irreverent, insightful and funny. I have read it three times in the past two years!
|Winning with People: Discover the People Principles That Work for You Every Time by John Maxwell
I recently saw John Maxwell speak at a conference. He has a great life story and this book takes that story and shows you how to be a better leader.
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