It’s been almost 25 years since the first edition of Contact Center Management on Fast Forward was introduced. The response surpassed our highest expectations, and we were excited and grateful to see the book reach so many corners of the world.  The book, now in its fourth edition, has evolved significantly since that first edition.

Social media, smartphones, AI—to name just a few of the developments in the years since—have changed the game. And yet, for all the exciting developments, I’m pleasantly surprised at how little the core management principles have changed. In fact, they are as important as ever!

And now to be included as one of BookAuthority’s Best Customer Experience Books of All Time is an honor—we are humbled and excited!

But isn’t this a book about contact centers, not customer experience? Fundamentally—despite all of the technical expertise, queuing principles, and integrated technologies required—contact centers are integral to customer experience. They bring order to the enormous challenge of serving customers, and they capture powerful insight that enables the organization to improve products, services, and processes—and the overall customer experience. The future for contact centers is exciting!