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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 way 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 

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

Note: Topics and titles are in alphabetical order.

Behavioral Considerations

Benchmarking / Metrics


Call Center Specific

Change Management


Customer Service

Help Desk Specific

Hiring, Firing, Inspiring


Knowledge Management



Networking with Others



Project Management




= Recommended selections


Visit this charity Guide website to learn how you can make a difference to promote the world of reading.

Behavioral Considerations  (top)

    Animals in Translation   Temple Grandin, Catherine Johnson
    Generations at Work: Managing the Clash of Veterans, Boomers, Xers, Nexters in Your WorkPlace   Ron Zemke, Claire Raines, Bob Filipczak
    Managing Generation X: How to Bring out the Best in Young Talent   Bruce Tulgan
    When Generations Collide: Who They Are, Why They Clash, How to Solve the Generational Puzzle at Work   Lynne C. Lancaster, David Stillman
  Yes Attitude, Little Gold Book of   Jeffrey Gitomer

Benchmarking / Metrics  (top)

    Benchmarking for Best Practices   Christopher E. Bogan, Michael J. English
    Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance   Robert C. Camp
    The Executive Guide to Call Center Metrics   James C. Abbott

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)

    Call Center Staffing: The Complete, Practical Guide to Workforce Management   Penny Reynolds
    The Executive Guide to Call Center Metrics   James C. Abbott
    How to Become a Great Call Center Manager   Dan Coen, Howard Cole
    Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition   Rosanne D'Ausilio, Ph.D.

Change Management  (top)

    Beyond Change Management : Advanced Strategies for Today's Transformational Leaders   Dean Anderson, Linda Ackerman Anderson
    Culture Shift   Price Pritchett, PhD.
    The Complete Idiot's Guide to Change Management   Jeff Davidson
    The Dance of Change: The Challenges to Sustaining Momentum in Learning Organizations   Peter M. Senge
    Deep Change: Discovering the Leader Within   Robert E. Quinn
    Human Side of Change   Timothy J. Galpin
  If It Ain't Broke, Break It   Robert J. Kriegel, Louis Patler
    Managing the Change Process: A Field Book for Change Agents, Team Leaders, and Reengineering Managers   David K. Carr, Kelvin J. Hard


Sacred Cows Make the Best Burgers : Developing Change-Ready People and Organizations   Robert J. Kriegel

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)

    Delivering World Class Technical Support   Lori Laub, Kay Khandpur, Navtej Khandpurkey
    How to Manage the IT Helpdesk - A Guide for User Support and Call Center Managers   Noel Bruton
    Introduction to Help Desk Concepts and Skills   Susan Sanderson
    I. S. at Your Service: Knowing and Keeping your Clients    L. Paul Ouellette

Hiring, Firing, Inspiring  (top)

    Common Things, Uncommon Ways   Sunny Kobe-Cook
  Employing Generation Why   Eric Chester
    Fish!! A Remarkable way to Boost Morale and Improve Results   Stephen C. Lundin, PhD., Harry Paul, John Christensen
    Keeping Good People: Strategies for Solving the #1 Problem Facing Business Today   Roger E. Herman
    Smart Hiring: The Complete Guide to Finding and Hiring the Best Employees   Robert W. Wendover
    The Truth about Managing People   Stephen Robbins
    Top Performance   Zig Ziglar
    96 Great Interview Questions to Ask Before you Hire   Paul Falcone

ITIL  (top)

    IT Service Management: An Introduction   IT Service Management Forum
    The Guide to IT Service Management   Jan Van Bon
    Dream Catchers
Click for numerous other books and ITIL Resources.
    The ITIL Toolkit
Click to access the toolkit.
    The Visible Ops Handbook: Starting ITIL in 4 Practical Steps   Kevin Behr, Gene Kim, George Spafford

Knowledge Management (top)

    Knowledge Organizations   Jay Liebowitz, Tom Beckmann
    The Knowledge Management Toolkit: Orchestrating IT, Strategy, and Knowledge Platforms (2nd Edition)   Amrit Tiwana
    The Complete Idiot's Guide to Knowledge Management (Complete Idiot's Guide to)   Melissie Clemmons Rumizen

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)

    Every Second Counts   Lance Armstrong
    From Everest to Enlightenment - An Adventure of the Soul   Alan Hobson
  It's Not About the Bike: My Journey Back to Life   Lance Armstrong
Success is a State of Mind   Ivy Meadors and 18 other authors
    The Art of Happiness   Dalai Lama
    The Contented Achiever   Don Hutson, Chris Crouch and George Lucas
    The Power of Focus   Jack Canfield, Mark Victor Hansen, Les Hewitt
    The Success Principles   Jack Canfield
  The Tipping Point   Malcolm Gladwell
    Trump: How to Get Rich   Donald Trump
    Unstoppable: 45 Powerful stories of Perseverance and Triumph from people just like you   Cynthia Kersey
    The White Cascade: The Great Northern Railway Disaster and America's Deadliest Avalanche   Gary Krist

Networking with Others  (top)

  Jeffrey Gitomer's Little Black Book of Connections: 6.5 Assets for Networking Your Way to Rich Relationships   Jeffrey Gitomer

Outsourcing  (top)

    Managing IT Outsourcing: Onshore, Offshore and Nearshore   Julie Gierra from Giga Information Group, subsidiary of Forrester Research
    Offshore Outsourcing: Business Models, ROI and Best Practices   Marcia Robinson, Ravi Kalakota
    Offshore Outsourcing Opportunities   Jon Anton, John Chatterley

Presentations  (top)

Little Green Book of Getting Your Way: How to Speak, Write, Present, Persuade, Influence, and Sell Your Point of View to Others   Jeffrey Gitomer
    Presenting to Win: The Art of Telling Your Story   Jerry Weissman
    Speak and Grow Rich   Dottie and Lilly Walters

Project Management  (top)

    Fundamentals of Technology Project Management   Colleen Garton
    Project Management (The Briefcase Book Series)   Gary R. Heerkens

Technology (top)

    Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy   Lori Bocklund and Dave Bengtson
    A Practical Guide to Call Center Technology   Andrew Waite

VoIP (top)

    VoIP For Dummies (For Dummies (Computer/Tech))   Timothy V. Kelly
    Introduction to IP Telephony : Why and How Companies are Upgrading Private Telephone Systems to use VoIP Services [DOWNLOAD: PDF]   Lawrence Harte
    Taking Charge of Your VoIP Project   John Q. Walker, Jeffrey T. Hicks

* For a large list of VoIP books visit

Send us titles of your favorite books, CDs, or DVDs to include.


"it's never too soon to start reading"


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