Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition)

Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center s evolving role in strategy, and much more! You'll learn how to: *Improve customer experiences *Build a team equipped with the right know-how *Achieve service level with quality *Maximize the contact center s strategic value *Win top management s support

Brad Cleveland is known globally as one of today s foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders American Express, Apple, Coca-Cola, USAA, HP and others. His books and articles have been translated into more than a dozen languages, and he has appeared in media ranging from The Wall Street Journal to The New York Times, NPR s All Things Considered, and the in-flight programs of several airlines. He is a sought-after consultant and a popular speaker who presents with sparkle, insight and humor.