ICMI Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience

Brad Cleveland has worked with contact centers large and small - whose customer bases span domestic and international boundaries - for over 30 years. He is the most recognized industry expert on contact center management and customer experience trends. Contact Center Management on Fast Forward captures the most important insights from his work. The book explains key concepts in an accessible, reference-able manner as well as detailing practical recommendations and strategic roadmaps that enable contact center leaders to advance the maturity and performance of their organizations. It's exciting to see this Fourth Edition release as it integrates emerging trends and highlights new best practices so effectively. This is a 'must read' and 'must own' book for anyone working in customer service today.

This book provides you with everything you need to know about how contact centers should be managed. In our company, it has become our one true source for any questions that come up when managing the contact center. In his book, Brad covers everything from the basics of a contact center that will never change, to what you need to do now in order to meet current customer demands. If you are a contact center manager or perhaps a team manager you should definitely buy this book.

Great book for anyone in the contact center industry; whether you are running a contact center or selling contact center software. I've read all three editions and it's fun to see how this industry has evolved from the old call center days; what has remained the same, what has changed and all the new things that have been introduced. Only issue is my copy is iterally falling apart. Hopefully it was just one lot with faulty binding.

As a brand-new leader in a contact center way back in the '90s, Brad Cleveland provided my first understanding of how contact centers "run." I have referenced and recommended this book (in previous versions) for many years. This new version brings to life the basics and the realities of contact center management in today’s marketplace. I consider it the "bible" of the industry. If you lead a contact center, or lead people who do - and want to really understand it at a tactical level - buy this book!

I can't imagine a better resource than this for contact center leaders. Brad is so thorough...considering all major variables for those doing this work and providing practical advice on how to succeed in each discipline. One of the greatest things about this updated edition is how Brad demonstrates the ability for a contact center leader to either begin, or to greatly enhance, an end to end customer experience initiative. A must read for anyone making a career in the contact center!