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recommended reading list

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Dear Readers,

From the time I was first able to understand, my mother and father read to me.  At the early age of four, I learned the joy of reading myself.

Once I started school, any spare time was spent in the library. On weekends, the trip to the library was a much anticipated outing.  Books were priceless treasures. Given a list of books to buy, my brother's and my list had to be narrowed down because there were aways too many.  Those books, many now over 40 years old, are still part of my ever-growing library.

Reading has always afforded me a better understanding of people, nature, animals, business, motivation, inspiration, and technology.  My interests, though seemingly varied, were always rooted in the same foundation; the one of psychology.  The mind's means of communications and the behaviors of people and animals has held the deepest interests.

Dedication to life-long learning means reading something for your personal development at least half an hour each day. Here are a few of the books that I believe will have a positive impact on your success and be excellent additions to your library.

My suggested reading list below is varied in topics, rooted in the love of animals, the psychology of people, nature, and protecting our environment, with a serious twist on business, technology and industry best practices.

Though many are in my own library, I have not read all of the books in the list.   We welcome and encourage you to send us your own favorites to include as well.

We are optimistic the resources will be useful and offer much pleasure to your reading adventures.

- Ivy Meadors

Topics, Titles, and Authors

We have made it easy for you to select, review, and purchase books you find in our suggested reading list.  You simply copy the book title from our list and paste it into the keyword search field.  You will be taken directly to the book on Amazon.com. 

You can use the keyword search for any other products just as you would if you were on Amazon.com's website.

Note: Topics and titles are in alphabetical order.

Behavioral Considerations  (top)

Benchmarking / Metrics  (top)

Business  (top)

		Re-Imagine		Tom Peters
		Good to Great: Why Some Companies Make the Leap and Others Don't		Jim Collins
		Jack: Straight From the Gut		Jack Welch
√		Orbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace		Gordon McKenzie
√		The Power of Risk		Jim McCormick
√		Success is a State of Mind		Ivy Meadors, co-author
		Winning		Jack Welch

Call Center Specific (top)

Change Management  (top)

CRM  (top)

		CRM Automation		Barton Goldenberg
√		CRM in Real Time		Barton Goldenberg
		The Ultimate CRM Handbook		John Freeland

Customer Service  (top)

√		Customer Satisfaction is Worthless, Customer Loyalty is Priceless		Jeffrey Gitomer
		Customer Service and The Human Experience		Rosanne D'Ausilio, Ph.D. and Dr. Jon Anton
		Customer Service for Dummies		Karen Leland, Keith Bailey, Giles H. Bateman
		Customer Service on the Internet		Jim Sterne
		Delivering Knock Your Socks Off Service		Ron Zemke
√		How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients		Jeffrey J. Fox
		Hug Your Customers		Jack Mitchell
		Listening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program		Jon Anton, Debra Perkins
		Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty		Rick Barerra
		Raving Fans		Kenneth Blanchard
√		The Best Service is No Service		Bill Price and David Jaffe
√		The Ultimate Guide to Exceeding Customer Service		Brad Worthley

Help Desk Specific  (top)

Hiring, Firing, Inspiring  (top)

ITIL  (top)

Knowledge Management (top)

Leadership  (top)

		101 Lessons For GREAT Call Center Management		Dan Coen
√		Business School Essentials for Call Center Leaders		Maggie Klenke
		First, Break All the Rules: What the World's Greatest Managers Do Differently		Marcus Buckingham
√		Getting Them to Give a Damn : How to Get Your Front Line to Care about Your Bottom Line		Eric Chester
		Nice Girls Don't Get the Corner Office		Lois P. Frankel
		The Powell Principles : 24 Lessons from Colin Powell, Battle-Proven Leader		Oren Harari
		Primal Leadership		Daniel Goleman
		Shackleton’s Way		Morrell Capparell
√		The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn't		Robert I. Sutton
		The 21 Indispensable Qualities of a Leader		John C. Maxwell

Motivation (top)

Networking with Others  (top)

Outsourcing  (top)

Presentations  (top)

Project Management  (top)

Technology (top)

Send us titles of your favorite books, CDs, or DVDs to include.
solutions4u@hthts.com

"it's never too soon to start reading"