---
product_id: 100259272
title: "Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition)"
brand: "brad cleveland"
price: "101.32 DT"
currency: TND
in_stock: false
reviews_count: 11
url: https://www.desertcart.tn/products/100259272-call-center-management-on-fast-forward-succeeding-in-todays-dynamic
store_origin: TN
region: Tunisia
---

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

**Brand:** brad cleveland
**Price:** 101.32 DT
**Availability:** ❌ Out of Stock

## Quick Answers

- **What is this?** Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition) by brad cleveland
- **How much does it cost?** 101.32 DT with free shipping
- **Is it available?** Currently out of stock
- **Where can I buy it?** [www.desertcart.tn](https://www.desertcart.tn/products/100259272-call-center-management-on-fast-forward-succeeding-in-todays-dynamic)

## Best For

- brad cleveland enthusiasts

## Why This Product

- Trusted brad cleveland brand quality
- Free international shipping included
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## Description

The industry s No. 1 selling book on call center management! Now updated and expanded, "Call Center Management on Fast Forward"; is the most comprehensive source available on running a call center. It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies and how they re changing customer contact services; Improving the call center s strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

## Technical Specifications

| Specification | Value |
|---------------|-------|
| Asin | 1932558063 |
| Dimensions | 8.7 x 6.06 x 1.1 inches |
| Edition | Updated and Expanded |
| Isbn 10 | 9781932558067 |
| Isbn 13 | 978-1932558067 |
| Item Weight | 1.66 pounds |
| Language | English |
| Print Length | 440 pages |
| Publication Date | November 15, 2006 |
| Publisher | ICMI Press |

## Images

![Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment (2nd Edition) - Image 1](https://m.media-amazon.com/images/I/51tTvCS9ktL.jpg)

## Available Options

This product comes in different **Format** options.

## Customer Reviews

### ⭐⭐⭐⭐⭐ A definite MUST HAVE for any Call Center Professional
*by  on Reviewed in the United States July 21, 2009*

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.)

### ⭐⭐⭐⭐⭐ Good for the budget computations
*by  on Reviewed in the United States January 31, 2011*

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.

### ⭐⭐⭐⭐ Very helpful
*by  on Reviewed in the United States August 1, 2011*

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.

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*Product available on Desertcart Tunisia*
*Store origin: TN*
*Last updated: 2026-07-08*