Call Center Management on Fast Forward:
Succeeding in Today’s Dynamic Customer Contact Environment
The industry’s No. 1 selling book on call center management! 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 well-organized and easy to understand.
ICMI 2008 Contact Center Operations Report
Contact center professionals from around the world answered comprehensive questions on a substantial assortment
of critical topics and challenges managers face today, including recruiting, training, motivation and retention,
workforce management, budgeting, and contingency planning.
Survey Pain Relief
Transforming Customer Insights into Action
Create successful customer satisfaction research programs
- Insightful, user-friendly overview of the science of research
- Misconceptions about the validity of widely publicized research methods
- Sources and risks of "survey malpractice" and how to avoid it