Title: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment (1st Edition)
Publisher: ICMI Press (International Customer Management Institute), United Kingdom
Publication Date: 1997
Language: English
ISBN 10: 0965909301
ISBN 13: 9780965909303
Binding: Paperback
Condition: Very Good
Weight: 499 grams

About this title

Synopsis

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index.

About the Author

Brad Cleveland is perhaps the best-known name on the call center industry speaking circuit and has taught seminars on call center management throughout North America, Europe and the Pacific Rim. He is president of Incoming Calls Management Institute(ICMI), based in Annapolis, Md.

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