The Library

Decades of know‑how. Free to read.

Welcome to Rod’s ever-growing eBook library. Choose a cover to read the summary and download the PDF. Feel free to use or quote from the content - an author’s mention is appreciated.

Browse 23 eBooks Listen to Rod’s Pod

Technology
Selecting the Most Appropriate Technology for Your CX Contact Centre
How to choose the most appropriate technology from the most appropriate vendor.
Strategy & Outsourcing
The Customer Engagement Playbook
100 proven tactics for mastering customer acquisition, retention and exceptional experiences.
Speech Analytics & Quality
Transforming Contact Centre Performance
Unlocking CX excellence with speech analytics.
Performance & Benchmarking
Assess360
Assessing and benchmarking your world-class contact centre.
Speech Analytics & Quality
Compliance & Quality
A practical handbook on how speech analytics is redefining contact centre operations.
Strategy & Outsourcing
Ten Things Every South African BPO Executive Needs to Know
Seizing global opportunities - business development strategies for BPO and GBS leaders.
Speech Analytics & Quality
10 Reasons to Deploy Speech Analytics in Your Call Centre
The business case for speech analytics, distilled into ten compelling reasons.
Speech Analytics & Quality
Using Technology to Improve Quality & Compliance in BPO and GBS Operations
Leveraging technology to raise quality and ensure compliance across outsourcing operations.
Performance & Benchmarking
#CustomerSatisfaction
Why C-Sat scores matter, and practical ways to improve them.
Speech Analytics & Quality
Achieving Contact Centre Excellence
A practical guide to unleashing speech analytics for performance and compliance improvements.
Technology
Hardware as a Service for Contact Centres
How to slash your cost-per-seat - an independent review of Device-as-a-Service.
Speech Analytics & Quality
The Importance of Monitoring and Analysing 100% of Recorded Calls
Moving beyond random sampling to complete, automated quality assurance.
Performance & Benchmarking
Contact Centre Wallboards
It’s just another stat on the wall - or is it? Making real-time data work for you.
Strategy & Outsourcing
Key Factors to Consider When Selecting an Outsource (BPO) Provider
A structured approach to choosing the right outsourcing partner.
Speech Analytics & Quality
Say What?
Your guide to becoming an insight analyst for call centres using speech analytics.
Speech Analytics & Quality
Speech Analytics for South African Contact Centres
How speech analytics applies to the unique, multilingual South African environment.
Performance & Benchmarking
The Importance of Establishing a Collaborative Work Environment
Building the culture and workplace that high-performing teams need.
Performance & Benchmarking
Top KPIs for Your Contact Centre
The metrics that matter - and how to use them to manage performance.
Strategy & Outsourcing
BPO & Outsourcing Terminology
A practical glossary of the language of BPO, GBS and outsourcing.
Performance & Benchmarking
How to Assess, Audit & Benchmark Your Contact Centre
Understand your strengths and weaknesses - and plot a path to world class.
Technology
How to Select a Contact Centre Technology Partner
What to look for - and what to avoid - when choosing a technology partner.
Strategy & Outsourcing
Why Offshore BPO to South Africa?
The definitive case for South Africa as an offshore CX delivery destination.
Strategy & Outsourcing
Why Organisations Outsource Contact Centres
The strategic, operational and financial drivers behind outsourcing decisions.

Looking for a customised edition or bespoke content? Contact Rod

Rod’s Pod - The CX, BPO and Tech Podcast, hosted by Rod Jones, with portraits of guests

Rod’s Pod

The CX, BPO & Tech podcast.

Up-to-the-minute news, trends, tactics, techniques and technologies from the global contact centre and CX profession - in conversation with the industry’s leading voices.

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