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

by Brad Cleveland

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

Genres: Business, Reference

487 pages, Kindle Edition

First published January 1, 1997

Reviews

[Chris Condie · Rating 4 out of 5]

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

[Hai Nguyen · Rating 5 out of 5]

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

[Aaron Desjardins · Rating 4 out of 5]

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

[Joshua Levy · Rating 3 out of 5]

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 · Rating 3 out of 5]

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 · Rating 3 out of 5]

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 · Rating 4 out of 5]

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.