Turn Insights into Action: Customer Experience and Contact Center Books with Expert Guidance
Brad Cleveland offers invaluable insights into customer experience, customer service, and contact center management through his award-winning publications. His books have profoundly shaped the customer experience profession, and are essential resources for professionals aiming to enhance customer satisfaction and boost their organizations’ results.
As seen in
Leading The Customer Experience
How to Chart a Course and Deliver Outstanding Results
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is your guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction and equipped to make sound decisions along the way.
Brad Cleveland’s down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
“In this time of significant change, this book can help you and your team chart a successful course to the future. Everyone has a role in delivering a great customer experience, and it makes relevant principles clear, and easy to understand and apply.”
“Now, more than ever, every organization must innovate to stay relevant, to stay on top. This book outlines a step-by-step approach to listening to your customers, engaging your employees and delivering products and services they love.”
“With a practical and easily understood approach that resonates, this is an excellent guide for leaders at all levels. Brad’s experience and wealth of knowledge shines through. All that’s left to do after the read is to get on with it!”
Contact Center Management on Fast Forward
Succeeding in the New Era of Customer Experience
Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!
You’ll learn how to:
- Improve customer experiences
- Optimize performance
- Maximize the contact center’s value
- Get your team on the same page
- Create a customer-focused culture
- Win top management’s support
“Contact Center Management on Fast Forward breaks down complex topics into simple, practical advice for delivering an outstanding experience. I have read and referred this book for years and will continue to do so.”
“A must-have for any operations and contact center leader. This book leads the way for brands to benefit in a constantly changing world that requires reinvention to succeed with your customers.”
“This is the ‘go to’ reference for all contact center professionals! If you want to stay on the cutting edge and further develop your customer experience strategy, this book is your ‘must read.’”
Master CX. Elevate Performance. Drive Results.
Equip yourself and your team with the insights, strategies, and tools to build a CX-driven organization that stands out.