Overview

Excellence is about strategy driving quality and measurements, the importance of managing variability, how to incorporate TQM into the contact center, measuring the maturity of the contact center and the corresponding value, how to hire the right staff and then how to ensure they are engaged. Contact Center Excellence will help you drive your contact center to a world class level. Contact center leadership, whether at the level of supervisor or senior manager, will gain valuable insights into achieving contact center excellence.

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9781477497159

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Brian has 21 years of leadership in the contact center industry. Through his leadership at contact centers for IBM and Target, and his affiliations with HDI, CCNG, and Contact Center Association, Brian has amassed a substantial experience-led set of good practices and the innovative thinking that moves an organization from good to great.

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