New Edition of 'Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment' Now Available

ICMI's Best-Selling Book on Contact Center Management Updated; Definitive guide on managing call center/contact center operations has been completely updated and expanded

Nov 15, 2006

ANNAPOLIS, Md., Nov. 15 /PRNewswire-FirstCall/ -- Nearly a decade since the best-selling "how to" book for call center professionals was released, today CMP's International Customer Management Institute (ICMI) announced the newly updated and expanded edition of Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment is available.

Written by Brad Cleveland, the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the book's guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.

The industry's #1 selling book on call center management is the most comprehensive source available on running a call center. It covers every aspect of call center management, including 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 new edition contains important new information such as:
   -- 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 multi-channel 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.

To purchase a copy or for a sample excerpt from Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment, regarding the components for developing an effective customer access strategy appropriate for today's environment, and illustrating how leading organizations have implemented those principles in their contact centers go to: ID=PRNW111506

About International Customer Management Institute (ICMI)

The International Customer Management Institute (ICMI) is a global leader providing the call center (contact center, help desk) industry with consulting, training, publications, events and professional membership services. ICMI's mission is to help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services. Through uncompromised objectivity, a passion to discover and further the best solutions and management practices available, and a commitment to fostering a worldwide community of professionals, ICMI has earned the trust of organizations around the world. For more information, visit or call 800.672.6177 or 410.267.0700.

About CMP Technology (

CMP Technology is a marketing solutions company serving the technology industry. Through its market-leading portfolio of trusted information brands, CMP has earned the confidence of more technology professionals than any other media company. As a result, CMP is the premier provider of access, insight and actionable programs designed to connect sellers and buyers in ways that yield superior return on investment. 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.

Media Contact:
  Michael Blair
  CMP Technology
  (410) 308-3742

SOURCE: CMP Technology

CONTACT: Media: Michael Blair of CMP Technology, +1-410-308-3742,

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