Hello Everyone,

I recently graduated from the University of Illinois-Urbana and attained a position as a Customer Service Rep. So far I am really enjoying the position and I'm hoping to further my career in it. I'm glad I stomped into this website today, looks like this is a great community where knowledge is shared freely, there is a lot to learn using this forum. I was looking into reading some books on customer service in the 21st century and call center management. Any favorites?