Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition) - Softcover

Brad Cleveland

Softcover

ISBN 10: 0985461101 ISBN 13: 9780985461102

Publisher: ICMI Press, 2012

Synopsis

Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center s evolving role in strategy, and much more! You'll learn how to: *Improve customer experiences *Build a team equipped with the right know-how *Achieve service level with quality *Maximize the contact center s strategic value *Win top management s support

About this title

About the Author

Brad Cleveland is known globally as one of today s foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders American Express, Apple, Coca-Cola, USAA, HP and others. His books and articles have been translated into more than a dozen languages, and he has appeared in media ranging from The Wall Street Journal to The New York Times, NPR s All Things Considered, and the in-flight programs of several airlines. He is a sought-after consultant and a popular speaker who presents with sparkle, insight and humor.

Review

A must-have for any operations and contact center leader. This book leads the way for brands to benefit in a constantly changing world that requires reinvention to succeed with your customers. --JOSE VASQUEZ-MENDEZ, Vice President, Customer Service United Kingdom, American Express

Brad Cleveland knows more about customer relationships than anyone on the planet. This is a book that no business with customers can do without, meaning no business at all can do without. --ALAN WEISS, Ph.D., Author, Million Dollar Consulting and The Consulting Bible

Call Center Management On Fast Forward provides foundational information critical to contact center success and new information about other customer contact channels. A must-read for anyone connected with this industry. --JOAN SCAZZARO, Director of Customer Service/Inside Sales, Bright House Networks

Edition details

• Publisher: ICMI Press
• Publication date: 2012
• ISBN 10: 0985461101
• ISBN 13: 9780985461102
• Binding: Perfect Paperback
• Language: English
• Edition number: 3
• Number of pages: 510
• Editor: Layne Holley
• Illustrator: Michael Blair