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

Brad Cleveland

ISBN 10: 1932558063 / ISBN 13: 9781932558067

Published by ICMI Press, 2006

About this Item

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Seller Inventory # Q-1932558063

Bibliographic Details

• Title: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)
• Publisher: ICMI Press
• Publication Date: 2006
• Language: English
• ISBN 10: 1932558063
• ISBN 13: 9781932558067
• Binding: paperback
• Condition: New
• Weight: 27 ounces

About this title

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.

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.