Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment

by Brad Cleveland

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Genres: Business, Reference

280 pages, Paperback

First published January 1, 1997

Reviews

[Chris Condie]

Very helpful book on managing call centers. Should be required reading for anyone wanting to be a call center manager.

[Hai Nguyen]

Quite a good reference for anyone who wants to plan and provide a better contact center

[Aaron Desjardins]

Great intro to how a call center works with some strategies of successful companies.

[Joshua Levy]

An excellent resource for people in a Call Center environment, Call Center Management on Fast Forward is a slow read with lots of good information. My suggestion is to read it in chunks in order to not turn yourself off from the real message of the book: Call Centers are more than people just answering phones. This book explains the why behind decisions that are made and the need for more or less people in seats.

[Larry]

The definitive book on contact center management. Unfortunately the crunchy math and strategy are wrapped in a bit of fluff. I recommend skimming to the good stuff.

[JP]

Solid overview of the processes, issues, and common formulas and reports. It definitely helped me jump start my understanding of traffic. The style is a bit colloquial in places.

[Todd Cheng]

I support a call center that manages 500,000 contacts a year. This was helpful in detecting gaps and areas we are positive. Highlighted many parts and a good read.