Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment (1st Edition)

Cleveland, Brad, Mayben, Julia

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ISBN 10: 0965909301 ISBN 13: 9780965909303

Published by Call Center Press, 1999

Language: English

Condition: Used - Good Soft cover

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Bibliographic Details

Title

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment (1st Edition)

Publisher

Call Center Press

Publication Date

1999

Language

English

ISBN 10

0965909301

ISBN 13

9780965909303

Binding

Soft cover

Condition

Good

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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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