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

Cleveland, Brad; Mayben, Julia

ISBN 10: 0965909301 / ISBN 13: 9780965909303

Published by Call Center Pr, 1999

About this Item

minimal wear on edges and cornersYour purchase benefits those with developmental disabilities to live a better quality of life.

Seller Inventory # 503-080825-KJ-10

Bibliographic Details

• Title: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment (1st Edition)
• Publisher: Call Center Pr
• Publication Date: 1999
• Language: English
• ISBN 10: 0965909301
• ISBN 13: 9780965909303
• Binding: paperback
• Condition: Good
• Weight: 18 ounces

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.