Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition) Perfect Paperback – May 8, 2012

Bought this book for a friend who is the manager of a high volume call center for a Fortune 10 company. She founds this book very useful and said it was the most useful and relevant book of all managerial or call center-related books she has read.

In my role as an independent call center and contact center consultant operating throughout Africa assisting clients to build, operate and optimize their call centers and contact centers, I always recommend that they read this outstanding book. The regular updates and current context of this book makes a compelling read. Its a 'must' for any call center professional to have on the bookshelf.Rod Jones, Johannesburg, South Africa.

Good reading, lot of essentials explained for people new in this expertise. Surprising insights combined with practicle examples in various geographies.

My mentor at TELUS International recommended this book. It has diverse knowledge that can be applied to a vast amount of different sectors of the industry.

Great reference guide. The Workforce Management bible.

The majority of the book again only talks about staffing. They should start discussing more things like new clients, implementations new technolgies. Also I think a section should be dedicated to client billing, things like how should a client be billed and what are the measures that make a call center profitable.Performance management in call centers is always a big thing that should be discussed, frontline supervisor training etc.

Brad Cleveland is a pioneer in the industry. He is a superb teacher, speaker and writer. Clear and concise and speaks to the rest of us.,Dea Harrington

We learnt a lot such as statistics; grammer;; etc in colleage, but there is nil specific lecture of contact center. No doubt this is a simple and straight forward reference in my daily working life.Thanks