Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships - Tapa blanda

Cleveland, Brad

 
9780985461119: Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships
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ISBN 10: 098546111X ISBN 13: 9780985461119
Editorial: ICMI, 2012

Sinopsis

Call Center Management on Fast Forward is the most widely read book on contact center/call center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this third edition is updated and expanded to include social media, evolving customer expectations, new performance objectives and metrics, the contact center s evolving role in strategy, and much more!

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Acerca del autor

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, and he has appeared in media ranging from The Wall Street Journal to The New York Times, NPR s All Things Considered, and the in-flight programs of several airlines. He is a sought-after consultant and a popular speaker who presents with sparkle, insight and humor.

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Editorial
ICMI
Año de publicación
2012
Idioma
Inglés
ISBN 10 
098546111X
ISBN 13 
9780985461119
Encuadernación
Tapa blanda
Número de edición
3
Número de páginas
510
Contacto del fabricante
no disponible
Persona responsable
no disponible

Otras ediciones populares con el mismo título

9780985461102: Call Center Management on Fast Forward: Succeeding in the New Era of Custormer Relationship

Edición Destacada

ISBN 10:  0985461101 ISBN 13:  9780985461102
Tapa blanda