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Title: Praise from www.portagecommunications.com
Review: Brad Cleveland and ICMI have published a real goldmine with this title. Call Center Management on Fast Forward relates the key knowledge needed to successfully run a call center for maxiumum productivity and for the best service to the callers. This book is based on ICMI's many years of consulting and lots of hands-on experience. You will learn how to manage a call center not based on your intuition, but rather on the mathematical realities of queueing theory and random call arrivals. What can be a hard subject is explained very well so that a manager can really put the author's advice into practice. We at Portage Communications are going to start including a free copy of this book along with every copy of our Call Center Designer and SimACD call center planning and workforce staffing software that we sell. We like it that much!
