Brendan B. Read’s Designing the Best Call Center for Your Business is an invaluable resource for anyone involved in planning, managing, or optimizing a call center. The second edition is particularly timely, as it addresses the evolving landscape of customer service with updated insights into outsourcing, technology integration, and global trends.
What I appreciated most was how comprehensive yet accessible the book is. Read doesn’t just skim the surface—he dives deep into the operational, financial, and human aspects of setting up a call center. From selecting the right location and service model to building a strong team and evaluating outsourcing options, every chapter provides practical guidance backed by real-world examples.
If you're exploring outsourcing options, I highly recommend checking out services like call center services, which align well with many of the strategies and considerations the book discusses.
Whether you're a startup founder, operations manager, or simply someone curious about the inner workings of customer support systems, this guide is well worth your time. It’s clear that Read brings a wealth of experience to the table, and his advice can help businesses of all sizes design smarter, more efficient customer service operations.