Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience

Cleveland, Brad

ISBN 10: 0985461136 / ISBN 13: 9780985461133

Published by ICMI, 2019

About this Item

514 pages. 9.00x6.00x1.16 inches. In Stock.

Seller Inventory # zk0985461136

Bibliographic Details

• Title: Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience
• Publisher: ICMI
• Publication Date: 2019
• Language: English
• ISBN 10: 0985461136
• ISBN 13: 9780985461133
• Binding: Paperback
• Condition: Brand New
• Weight: 0.86 kilograms

About this title

Synopsis

Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!

About the Author

Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 U.S. states and in over 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the United States. His books and articles have been translated into more than a dozen languages. He is a sought-after consultant and a popular speaker who presents with sparkle, insight, and humor.