Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships

by Brad Cleveland

The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward" is the most comprehensive source available on running a call center. It covers every aspect of call center management service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

Genres: Business, Reference

510 pages, Perfect Paperback

First published January 1, 1997

Reviews

[Chris Condie]

Very helpful book on managing call centers. Should be required reading for anyone wanting to be a call center manager.

[Hai Nguyen]

Quite a good reference for anyone who wants to plan and provide a better contact center

[Aaron Desjardins]

Great intro to how a call center works with some strategies of successful companies.

[Joshua Levy]

An excellent resource for people in a Call Center environment, Call Center Management on Fast Forward is a slow read with lots of good information. My suggestion is to read it in chunks in order to not turn yourself off from the real message of the book: Call Centers are more than people just answering phones. This book explains the why behind decisions that are made and the need for more or less people in seats.

[Larry]

The definitive book on contact center management. Unfortunately the crunchy math and strategy are wrapped in a bit of fluff. I recommend skimming to the good stuff.

[JP]

Solid overview of the processes, issues, and common formulas and reports. It definitely helped me jump start my understanding of traffic. The style is a bit colloquial in places.

[Todd Cheng]

I support a call center that manages 500,000 contacts a year. This was helpful in detecting gaps and areas we are positive. Highlighted many parts and a good read.