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

by Brad Cleveland

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!

516 pages, Kindle Edition

Published October 14, 2019

Reviews

[Bennett]

A behemoth. Good resources. Touches every corner that you need to go to if you're managing a contact center. Definitely worth the effort to get through. Will be a resource to reference as different projects find their way into my purview.

[Paula Kahl]

Very good breakdown on the Contact Center culture. Provides a terrific overview of how things work.