Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition)
| Author | : | |
| Rating | : | 4.71 (942 Votes) |
| Asin | : | 0985461101 |
| Format Type | : | paperback |
| Number of Pages | : | 510 Pages |
| Publish Date | : | 2013-08-16 |
| Language | : | English |
DESCRIPTION:
--JOAN SCAZZARO, Director of Customer Service/Inside Sales, Bright House Networks . A must-have for any operations and contact center leader. This is a book that no business with customers can do without, meaning no business at all can do without. --ALAN WEISS, Ph.D., Author, Million Dollar Consulting and The Consulting BibleCall Center Management On Fast Forward provides foundational information critical to contact center success and new information about other customer contact channels. --JOSE VASQUEZ-MENDEZ, Vice President, Customer Service United Kingdom, American ExpressBrad Cleveland knows more
Five Stars Mind blowing. RODERICK E JONES said Quite possibly the best call center book ever written. In my role as an independent call center and contact center consultant operating throughout Africa assisting clients to build, operate and optimize their call centers and contact centers, I always recommend that they read this outstanding book. The regular updates and current context of this book makes a compelling read. Its a 'must' for any call center professional to have on the bookshelf.Rod Jones, Johannesburg, So. Good book Eddy The majority of the book again only talks about staffing. They should start discussing more things like new clients, implementations new technolgies. Also I think a section should be dedicated to client billing, things like how should a client be billed and what are the measures that make a call center profitable.Performance management in call centers is always a big thing that should be discussed, frontline superviso
Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. 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. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world
. He is a sought-after consultant and a popular speaker who presents with sparkle, insight and humor. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders American Express, Apple, Coca-Cola, USAA, HP and others. Brad Cleveland is known globally as one of today s foremost experts in