Customer Reviews

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (Updated and Expanded Edition)

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I have been in the call center industry for some time and I find that you can't know it all, especially if you are in a large call center where roles are very specific. This book has help me understand the things that others do and has helped me to advance into other areas. The book is well laid out and explains everything fairly well, but not perfect. The book also gets right to the point of data is important to gather and how to best illustrate that data in a spreadsheet or chart. It has really helped me to better organize my KPI's and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book has also helped me to become better at workforce management strategies and forecasting. Two areas I had little familiarity with. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, I continue to reference it all the time.

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.

This book has everything you need to know about running a call center along with an overview of the main metrics to monitor.

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.)

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.

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.