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Call Center Management on Fast Forward Awarded Annapolis, MD, May 1, 2000 -- The evolution and growth of the call center profession was honored recently by mega online bookseller Amazon. One of ten best-selling titles of 1999 in the category of Small Press was awarded by Amazon to Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment, by Brad Cleveland and Julia Mayben. It is published by Call Center Press, a division of the Incoming Calls Management Institute (ICMI). Author Brad Cleveland, president of ICMI, remembers when the call center was viewed as just another back-office operation - a necessary expense, "...but today, he says, we see the call center as the vital customer transaction hub of the entire organization. An entirely new paradigm in customer satisfaction and service has developed and the fact that a call center management book made the best-selling top ten at Amazon in any category is truly a testament to the leadership role call centers are taking in organizations globally." Since debuting in September 1997, Call Center Management on Fast Forward has received high marks from customer service management leaders and has been incorporated into university, college and corporate training programs in over 15 countries. The 280-page "How-To" book has been translated into German, Dutch and Spanish editions. Call Center Management on Fast Forward author Brad Cleveland is a sought-after speaker and consultant. Co-author Julia Mayben is an award-winning freelance journalist who has covered the call center industry since 1993. Call Center Press also publishes the industry's authoritative monthly business journal, Call Center Management Review.
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Center Management on Fast Forward : Succeeding in Today's Dynamic Inbound
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