With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.

The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.

Review

This book is a must-read for every contact center manager. -- Thomas J. Fleszar, D.D.S., M.S., President and Chief Executive Officer, Delta Dental Plans of Michigan, Ohio and Indiana

This book is an essential tool to have in your contact center manager toolbag. I highly recommend it. -- Joseph Mangiaracina, Vice-President Customer Relationship Management, Broadview Networks

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