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The International Customer Management Institute Publishes Fourth Edition of Contact Center Management on Fast ForwardCOLORADO SPRINGS, Colo., Oct. 17, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, celebrates the latest edition of Brad Cleveland’s book Contact Center Management on Fast Forward. Cleveland, who is an Amazon.com best-selling author, penned the new edition to reflect current trends in contact center management while outlining new strategies for digital transformation, omnichannel management, virtual staffing, emerging technologies and customer experience roadmaps. A must-read for contact center and customer service professionals, the book profiles Fortune 100 companies known for delivering customer service excellence – Netflix, TripAdvisor, USAA, State Farm, BMW and British Airlines to name a few – their approach in raising the strategic value of customer service, meeting customers where they want to be served and increasing employee satisfaction and retention. Brad says in the book, “At the beating heart of every contact center are the human-to-human connections that are forged every day—tens of thousands of times over the course of months and years. Management methods, processes and technologies are enablers. But the essence of the contact center lies elsewhere-in one person conversing with and connecting with another.” “Brad covers the multiple aspects and tenants of contact centers while infusing the insight gained from years of being a true collaborator and listener into what is the definitive treatise on building a successful end-to-end service delivery strategy,” said Todd Hixson, Capacity Manager at Hulu. “Whether you’re new to the customer service space or an industry veteran, the updates and knowledge cascaded in Contact Center Management on Fast Forward make this a ‘must have’ book for a plethora of contact center roles.” Brad will be a Keynote Speaker at ICMI’s Contact Center Connections taking place October 28th-30th in Chicago. To learn more about #ICMIconnections 2019 and to register for the event, visit www.icmi.com/contact-center-connections. For more information on Contact Center Management on Fast Forward, visit https://www.icmi.com/fastforward. About ICMI About Informa Tech Media Contact: A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/383d2f42-6560-4eb8-8212-411eac8318eb
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