Something to read

It’s not often we get to announce a book-related news piece here at CRMchump, but this month we can report the updated and expanded version of “Call Center Management on Fast Forward: Succeeding in Today’s Dynamic…”

And, well, that’s where the first update takes place. In the original 1997 version of the book, the subtitle read “Succeeding in Today’s Dynamic Inbound Environment,” whereas the 2006 edition has us “Succeeding in Today’s Dynamic Customer Contact Environment.” Good to know things are still dynamic, though. And second most conspicuous change right on the cover is the switch from co-author credit in the first edition shared by Brad Cleveland and Julia Mayben to Mr. Cleveland solo.

Cleveland is the president of CMP Technology’s International Customer Management Institute, and “Call Center Management on Fast Forward,” whatever the subtitle, was a highly influential book getting lots of praise from press and insiders.

Slightly more informally, just checking out amazon.com reveals a ton of solid reviews of the product. One Tom Tarrani of Deltona, Fla., by trade an “IT consultant who sets up processes and procedures for service delivery,” compliments Cleveland/Mayben’s book thusly: “This book is written for call center managers, yet should be required reading for IT help desk managers and staff. …

“This book … contains a wealth of information that should be carefully read by IT help desk professionals who want to implement a world-class operation.

“Some things that set this book apart are the sections on quality and productivity, and new technologies. The authors go well beyond how to effectively manage call centers by discussing how to integrate new technologies and exploit technology to provide the best possible service. I also liked the section on characteristics of best managed call centers – the information provides an effective roadmap to excellence and benchmarking tool.”

You get the idea; it’s a good read. ICMI claims the book is “The industry’s #1 selling book on call center management [and] the most comprehensive source available on running a call center…” Addenda made in the second edition include pages devoted to recent trends in customer expectation, technological updates, and case studies involving firms such as Wells Fargo, Starbucks, and Aetna.

"Call Center Management on Fast Forward" is available at amazon.com for the already-reduced price of $26.37.

The International Customer Management Institute is a provider of consulting, training, publications, events and professional membership services to call centers.

CMP Technology is a marketing solutions company serving the technology industry. CMP Technology is a subsidiary of United Business Media, a global provider of news distribution and specialist information services with a market capitalization of more than $3 billion.