Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)
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 Forwardhas 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.