Call Center Management Book Provides Insight to Improve Customer Experience, Call Center Scheduling

If you are a call center professional interested in learning  how to help your call center harness the potential of social media and self service capabilities, you should add “Call Center Management on Fast Forward” to you summer book list.

International Customer Management Institute (ICMI), a global provider of resources for customer management professionals, has released of the industry's No. 1 bestselling call center management book “Call Center Management on Fast Forward “by Brad Cleveland. The book is useful for everyone from frontline agents to executives who wish to improve customer experiences and increase efficiencies at every level of the contact center. 

Cleveland cuts through the maze of call center issues by addressing the specific challenges that companies face. He levels the communications field by sharing usable tips, case studies from Fortune 100 companies, advice on areas including customer expectations, creating effective customer service strategies, designing and building operational plans, and customer relationships.

"Once you pick up this book, it will never make it back to the shelf. It is an essential tool for me and for anyone who aims to stay on top of the game in our ever-evolving industry,” said Missy Zacks, vice president, operations and reservations, GTA (News - Alert) Travel, in a statement.

As an authority on predicting business growth-areas and helping call centers to harness the potential of social media, self-service capabilities, Cleveland shares his own lessons learned as examples of those companies who are successfully using their assets to build their businesses.

"This book is an excellent resource on how you can build a framework to remain dynamic, ensure long-term success, and deliver a consistent customer experience. A must read for all levels of contact center management,” said Glenn Gemmill, vice president customer care center, Coca-Cola Refreshments.

Cleveland is known internationally as a thought leader in customer relationships, customer services, and the fast-evolving communications economy. He is a consultant, speaker, and author, and has worked in 45 states and over 60 countries. His clients have included Apple (News - Alert), HP, American Express, USAA, and Coca Cola. Cleveland is author and/or editor of eight books, and is recipient of an Amazon.com best selling award. Cleveland has also received numerous industry awards in the customer service field, and was nominated for the Computerworld Smithsonian 21st Century Pioneering Award.

“Call Center Management on Fast Forward” is available in bookstores and via online retailers this month for $39.95.

Edited by Carrie Schmelkin