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

This book provides a deep factual base for studying contact centres. Many are superficial and some of the operational research books are too complex. This strikes a good balance and I recommend it.

Everyone working in call centres need to read this book. It has been a bible to me and my business .

A great source of info/tips if you are into contact centre management or you want to grow in the industry

Perhaps I'm too in the material, but I read this book as a vacation-novel last summer: hard to put away.Very strong part remains planning (I think that's Brad's thing), on which item I've not seen anything alike. Good thing is Cleveland introduced the strategic role of customer service, but remained a bit on the surface. Strong focus on call centers, but multi-channel service does add another dimension, which is to be taken into account when looking at the strategic role of customer service. From customer service to customer relations.Very fresh written, easy to understand, and very, very stong quotes.(and I love his quest on the average handle time and abandoned rate, which both are way overdue as measurement (driven by "what get's measured get's done", which indeed is an oversimplification of call centers.