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

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

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SKU: DADAX1932558063
Brand: ICMI Press
Condition: New
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The 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 wellorganized 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 today's 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.

⚠️ WARNING (California Proposition 65):

This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.

For more information, please visit www.P65Warnings.ca.gov.

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