{"product_id":"call-center-management-on-fast-forward-succeeding-in-todays-dynamic-customer-contact-environment-2nd-edition-9781932558067","title":"Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cstrong\u003eCall Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)\u003c\/strong\u003e by Brad Cleveland. paperback edition. ISBN: 9781932558067.\u003c\/p\u003e\n\u003cp\u003eThe industry s No. 1 selling book on call center management! Now updated and expanded, \"Call Center Management on Fast Forward\"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for todays environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"ICMI Press","offers":[{"title":"Default Title","offer_id":44424871510069,"sku":"ByrdShop_1932558063","price":31.09,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0627\/8139\/0901\/files\/9781932558067_65519187-55f4-4092-bd52-299c0b596774.jpg?v=1784231630","url":"https:\/\/atxbooks.com\/products\/call-center-management-on-fast-forward-succeeding-in-todays-dynamic-customer-contact-environment-2nd-edition-9781932558067","provider":"ATX Books","version":"1.0","type":"link"}