Electronic Version
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.
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 support
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
- Much more!
Please note: Due to the size of this file, it may take up to 10 minutes to download, depending on the speed of your connection.
Service Level, Forecast accuracy, Forecasting, Scheduling
