Call Center Management Succeeding Today's Dynamic Customer Contact Environment

Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.Paperback ‏ : ‎ 440 pages ISBN-10 ‏ : ‎ 9781932558067 ISBN-13 ‏ : ‎ 978-1932558067