Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition)
A must-have for any operations and contact center leader. This book leads the way for brands to benefit in a constantly changing world that requires reinvention to succeed with your customers. --JOSE VASQUEZ-MENDEZ, Vice President, Customer Service United Kingdom, American ExpressBrad Cleveland knows more about customer relationships than anyone on the planet. 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. A must-read for anyone connected with this industry. --JOAN SCAZZARO, Director of Customer Service/Inside Sales, Bright House Networks