About the Book

Brad Cleveland Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center’s evolving role in strategy, and much more!


You'll learn how to:

  • Boost customer loyalty
  • Achieve service level with quality
  • Build a team equipped with the right know-how
  • Maximize the contact center's strategic value
  • Win top management's support


Praise for Call Center Management on Fast Forward

If you have anything to do with a contact center or delivering services to your customers, you'd be nuts not to devour this edition of Call Center Management on Fast Forward. There is no more complete, forward-thinking or reliable resource on the planet.

George Walther, Author
Upside Down Marketing and What You Say is What You Get

Call Center Management on Fast Forward has become mandatory reading for members of our workforce management team and is an invaluable source of information for anyone looking to gain a holistic understanding of what it takes to successfully run a contact center in an evolving environment. It has helped me, my peers and my staff to understand how we interact with other areas of the business more thoroughly.

Matt Sartori, Manager
WFM Call Flow and Lean Project Management, Discover


Updated and Expanded Coverage

Six years in the making, this long-awaited new edition includes updated and expanded coverage of:

  • Strategy
  • Social Media
  • Performance measures
  • Multichannel management
  • Evolving customer experiences
  • The latest on performance objectives and metrics
  • The contact center's evolving role in strategy
  • Case studies from top customer service & loyalty brands



Video Testimonials

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