What do you think?
Rate this book
Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience
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
32 people are currently reading
54 people want to read
Ratings & Reviews
Friends & Following
Create a free account to discover what your friends think of this book!
Community Reviews
Displaying 1 - 2 of 2 reviews
October 8, 2024
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.
March 26, 2024
Very good breakdown on the Contact Center culture. Provides a terrific overview of how things work.
Displaying 1 - 2 of 2 reviews