Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)

This book is like a text book for all things call center. It is a great book for call center Execs, Managers and Consultants that support the industry. I've also found it great for Representatives and Quality Assurance Coaches who aspire to advance thier career. They can learn to talk the same talk and understand metrics in a way that can allow them to take necessary steps to set themselves up for promotion.Brad Cleaveland explains what many think is call center hocus pocus. He goes into detail about metrics, the decisions to make before you set them, understanding what you really want to know. He also talks about myths and best practices, all very helpful.For anyone who works in a call center, this is an extremely helpful resource as a guide, learning tool or reference book to check yourself from time to time. (Especially when someone asks you to explain a metric that you may take for granted.)

The book provides good tips on modelng of various aspects for the contact centers. I used budget modeling techniques from this book. The built excel model was well percieved by top management because of transparancy and insight in all the factors that decrease the productive hours. The budget for this year was much beter so the center could cope with the extra large call volumes caused by cold winter in the Netherlands.

As someone with no call center experience or background, this was a wonderfully informative book. It provided basic, easy to understand information in a thoughtful and organized manner. I highly recommend it to anyone managing a call center.

I've been in the call center industry for over 6 years but the content of this book presented a lot of refreshing insights about managing a center. I also like the fact that the book is such an easy read--Brad Cleveland used clear and concise vocabulary in explaining Workforce Management even to the most novice call center employee. Great, great book--one that I'll keep for as long as I am in the industry.

This book is an ideal primer for the uninitiated and newly-anointed to call center management. It very clearly breaks down the fundamentals so that inexperienced call center management and staff can better understand the rationale behind management decisions within the center. This should be a "must read" for all new call center Supervisors or Team leaders.

I was new to the topic of Call Center Metrics...but this authoritative text brought me up the curve. it remains superior to many of the newer, "shorter" books I reviewed by others.

This is essential reading for every call center manager. It is in my top 5 recommended reading list for all call centre professionals.

In our call center, we were producing results but honestly speaking we were not sure if we were doing a good job or an average job or we were lacking some where. This book helped the entire management team a lot, we were able to streamline our operational as well as QA processes.We have few inbound projects and we always had concerns where we lacked the exact manning required to handle the call volume, the techniques described in the book helped our operations team to accurately forecast call volume based on historical data in 30 minutes interval and we were able to figure out the exact number of FTEs required to handle the call volume with shrinkage factor added to it.

This book provides a deep factual base for studying contact centres. Many are superficial and some of the operational research books are too complex. This strikes a good balance and I recommend it.

Everyone working in call centres need to read this book. It has been a bible to me and my business .

A great source of info/tips if you are into contact centre management or you want to grow in the industry