Livro Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience Paperback – August 19, 2019 by Brad Cleveland (Author)

Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!

Publisher: ‎ICMI (August 19, 2019), English, 514 pages, Fourth Edition.

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