Call Center Management on Fast Forward by Brad Cleveland
Succeeding in Today's Dynamic Inbound Environment (1st Edition)

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This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index.

About Brad Cleveland

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Cleveland is president of Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland. Mayben is a freelance writer based in Annapolis, Maryland.
Published January 1, 1999 by Call Center Press. 280 pages
Genres: Business & Economics. Non-fiction

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