Contact Center Management on Fast Forward (CCMonFF) is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, AI, social media, performance metrics, strategy, and much more!
CCMoFF is published by the organization Brad co-founded over 30 years ago: ICMI. ICMI exists to champion the contact center, connecting leaders with training, consulting, knowledge, and events to help them serve their customers better.
As the book profiles, Fortune 100 companies known for delivering customer service excellence – like Netflix, TripAdvisor, USAA, State Farm, BMW, and British Airlines to name a few – have partnered with ICMI to raise the strategic value of their customer service, meet customers where they want to be served and increase employee satisfaction and retention. The principle tenants, insights, and customer learnings from CCMoFF are at the heart of ICMI’s market-leading and highly rated contact center training and event content and outcome-oriented advisory services. ICMI customers frequently source this book with helping them advance their careers and ICMI with advancing their organization’s and team’s capabilities.
"Brad Cleveland is a towering intellect in the domain of strategy and operations. Those who have had the good fortune to hear him speak, or work side-by-side with him will know exactly what I mean. But those are Brad's hit singles; this new book is a "best of" compilation album."
A. ROGER PAULSON
Customer Service Practice Director, UW E-Business Consortium, University of Wisconsin-Madison
"Brad Cleveland has written a must-read book for anyone who wants to expand their knowledge, in a manner that is both informative and fun to read."
Head of Global Workforce Planning & Scheduling, TripAdvisor
"If you are a contact center leader who is looking to expand your knowledge of customer experience, you could not find a better resource than this. When it comes to customer experience management, there is no one more credible or thoughtful than Brad Cleveland."
Head of Customer Experience, UL (Underwriters Laboratories) EHS Sustainability
“Outstanding … Contact Center Management on Fast Forward has served as a blueprint, guide, training manual and crutch for me and my leadership team to lean on. This is essential and a must-read for all professionals, even those outside of the customer service space.”
PAUL L. TURNER
Vice President, Health Operations, WebMD