Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience - Softcover

Cleveland, Brad

Softcover

ISBN 10: 0985461136 ISBN 13: 9780985461133

Publisher: ICMI, 2019

Synopsis

Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!

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 U.S. states and in over 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the United States. His books and articles have been translated into more than a dozen languages. He is a sought-after consultant and a popular speaker who presents with sparkle, insight, and humor.

Review

"Brad Cleveland is a towering intellect in the domain of strategy and operations. Those who have had the good fortune to hear him speak, or work side-by-side with him will know exactly what I mean. But those are Brad's hit singles; this new book is a "best of" compilation album." -- A. Roger Paulson, Customer Service Practice Director, UW E-Business Consortium, University of Wisconsin-Madison
"Brad Cleveland has written a must-read book for anyone who wants to expand their knowledge, in a manner that is both informative and fun to read." -- Doug Casterton, Head of Global Workforce Planning & Scheduling, TripAdvisor
"NASA or mom-and-pop grocery, successful customer engagement is key. This book is practical, accessible and inspiring!"  -- Ellie Newman, Radio Show Host, That Got Me Thinking
"If you are a contact center leader who is looking to expand your knowledge of customer experience, you could not find a better resource than this. When it comes to customer experience management, there is no one more credible or thoughtful than Brad Cleveland." -- Nate Brown, Head of Customer Experience, UL (Underwriters Laboratories) EHS Sustainability
"Contact Center Management on Fast Forward is the 'go-to' resource for our contact centre leaders. This update cements this book's position as the leading reference in this fast-changing industry." -- Bridget Brill, General Manager, Operations Management Division, Department of Human Services, Commonwealth of Australia
"Outstanding ... Contact Center Management on Fast Forward has served as a blueprint, guide, training manual and crutch for me and my leadership team to lean on. This is essential and a must-read for all professionals, even those outside of the customer service space." -- Paul L. Turner, Vice President, Health Operations, WebMD 
"This latest edition perfectly captures the evolving landscape of operations and contact centers, focused on the human connection that continues to drive loyalty and profits for today's successful businesses." -- Vickie Friece, Senior Vice President of Operations, Service Delivery/Funding and Reconciliation, MetaBank
"Contact Center Management on Fast Forward breaks down complex topics into simple, practical advice for delivering an outstanding experience. I have read and referred this book for years and will continue to do so." -- Brian Klaja, Regional Manager, WFM, Netflix
"If you had to pick one resource for establishing, growing, and developing a high-performing contact center, this is it! I wouldn't want to lead a contact center without it!" -- Beth Gauthier-Jenkin, Vice President, Sales and Customer Care, Gopher Sport
"Brad Cleveland takes you beyond technology and processes to the crux of the challenge, making your staff successful in a manner that boosts customer loyalty and enhances positive word-of-mouth." -- John Goodman, Vice Chairman, Customer Care Measurement & Consulting 

Edition details

• Publisher: ICMI
• Publication date: 2019
• ISBN 10: 0985461136
• ISBN 13: 9780985461133
• Binding: Paperback
• Language: English
• Number of pages: 514