The Author
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Gwen Foster Oglesby has built a stellar career managing call center and customer service teams at various Fortune 500 companies. During this time, she realized her passion for customer service and began to cultivate her platform for customer service awareness. As a result of managing her share of challenging work situations, Gwen developed creative and effective approaches to motivate employees to better performance and mindfulness. She discovered that a solid work ethic is an integral part of excellence in customer service.
Gwen is a native of Jacksonville, Florida and is a graduate of University of North Florida with a bachelor's in business administration. As a customer service enthusiast, Gwen has partnered with ICMI and Contact Center Pipeline as a contributing author. Her passion for customer service continues through the launch of First Impression Business Solutions.
The Book
A motivational and practical book that explores the factors negatively impacting customer service. The book encourages employees to reach their full potential by offering best practices and exercises to enhance their customer service skills and work ethic. Call Center explores a range of factors that negatively impact customer service and is helpful for supervisors and managers with customer service teams, inspirational for customer service representatives and insightful for customers to understand the industry. The highlight of the book is the introduction of the author’s I.P.A.D. Concept of Integrity, Professionalism, Attitude, and Dependability.
Book Endorsements
Call Center included as one of eight 'must read call center books' - Capterra
Customer Service Books Every Manager Should Read