Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition) - Softcover

Brad Cleveland

  • 3.86 out of 5 stars
    135 ratings by Goodreads
 
9781932558067: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)
Softcover
ISBN 10: 1932558063 ISBN 13: 9781932558067
Publisher: ICMI Press, 2006

Synopsis

The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

"synopsis" may belong to another edition of this title.

About the Author

Brad Cleveland is recognized as one of the world's foremost authorities on call center management and customer services. An engaging speaker and sought-after consultant, his clients have included small startups, national governments, and multinational corporations. His articles have been featured in a wide variety of professional journals, and he has appeared in publications ranging from "The New York Times" to "The Wall Street Journal," as well as on major television networks and the in-flight programs of several airlines. As president of ICMI (the International Customer Management Institute, a division of CMP), he is a passionate advocate of customer contact services that deliver higher returns to organizations and better experiences to customers.

From the Back Cover

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this completely updated edition contains additional chapters and new material throughout!

You'll learn how to:
* Achieve service level with quality
* Meet heightened customer expectations
* Build a team armed with the right know-how
* Boost the call center's strategic value
* Win top management's support

"About this title" may belong to another edition of this title.

Publisher
ICMI Press
Publication date
2006
Language
English
ISBN 10 
1932558063
ISBN 13 
9781932558067
Binding
Paperback
Number of pages
440
Rating
  • 3.86 out of 5 stars
    135 ratings by Goodreads