Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment (1st Edition)
by Brad Cleveland
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Description
Covers some of the key issues in call centre management focussing on customer serviceTags
Recommendations
Member Reviews
Solid overview of the processes, issues, and common formulas and reports. It definitely helped me jump start my understanding of traffic. The style is a bit colloquial in places.
#1328 in our old book database. Rated: Good.
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Emotional Labor
48 works; 1 member
Author Information
12 Works 69 Members
Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders - American Express, Apple, Coca-Cola, USAA, HP and others. His books and articles have been translated into more than a dozen languages, show more and he has appeared in media ranging from The Wall Street Journal to The New York Times, NPR's All Things Considered, and the inflight programs of several airlines. He is a sought-after consultant and a popular speaker who presents with "sparkle, insight and humor." show less
Common Knowledge
- Original publication date
- 1997
- Original language
- English
Classifications
- Genres
- Business, Nonfiction, Technology, General Nonfiction
- DDC/MDS
- 658.812 — Applied science & technology Management & public relations General management Of Marketing Sales management Customer relations
- LCC
- HE8788 .C55 — Social sciences Transportation and communications Transportation and communications Telephone industry
Statistics
- Members
- 42
- Popularity
- 703,235
- Reviews
- 2
- Rating
- (3.50)
- Languages
- English
- Media
- Paper
- ISBNs
- 4
- UPCs
- 1
- ASINs
- 1
