The Leading Call Center Handbook 3rd edition has arrived! Order the book. MarketTools Book Launch Sponsor.
 
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Brad Cleveland knows more about customer relationships than anyone on the planet. This is a book that no business with customers can do without.
Alan Weiss, PhD, Author, Million Dollar Consulting and The Consulting Bible
This book is an excellent resource on how you can build a framework to remain dynamic, ensure long-term success, and deliver a consistent customer experience. A must read for all levels of contact center management.
Glenn Gemmill, VP, Customer Care Center, Coca-Cola Refreshments
This is the 'go to' reference for all contact center professionals! If you want to stay on the cutting edge and further develop your customer experience strategy, this book is your 'must read.'
Mary Ann C. Monroe, Director, Contact Center Services, Federal Citizen Information Center; Office of Citizen Services; U.S. General Services Administration
This is required reading for any call centre professional. Call Center Management on Fast Forward covers all the necessary fundamentals required to set-up, manage and lead an effective call centre.
Stephen Blayone, Director of Call Centre Operations, SaskTel
Embracing change and welding it to proven fundamentals are in short, what Brad is about. This new edition will deliver what you need to keep up with the ocean of customer centricity and ride the waves that will define the next phase of 'great.'
Todd Hixon, Operations Manager, Intuit APD
Call Center Management on Fast Forward is THE must-have book for every new and tenured call center professional. This book does an excellent job of defining what has become the core acumen of our business.
Tony Sandonato, Director, Owner Services Learning AND Development, Wyndham Vacation Ownership Inc.

Sample Snapshot

Download this PDF to see the table of contents, as well as some particularly interesting sections from Brad Cleveland's new book.

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