Call Center Management on Fast Forward : Succeeding in the New Era of Customer Relationships by Brad Cleveland (2012, Trade Paperback)
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Product Description : Call Center Management on Fast Forward is the most widely read book on contact centercall 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 Youll learn how to Improve customer experiences Build a team equipped with the right knowhow Achieve service level with quality Maximize the contact center s strategic value Win top management s support