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Press Release

Call Center Management on Fast Forward Succeeding in the New Era of Customer Relationships by Brad Cleveland


"This book is an excellent resource on how you can build a framework to remain dynamic, ensure long-term success, and deliver a consistent customer experience. A must read for all levels of contact center management." GLENN GEMMILL VP, Customer Care Center, Coca-Cola Refreshments

"Once you pick up this book, it will never make it back to the shelf. It is an essential tool for me and for anyone who aims to stay on top of the game in our ever-evolving industry." MISSY ZACKS Vice President, Operations and Reservations, GTA Travel

PR Newswire

NEW YORK, May 9, 2012 /PRNewswire/ -- International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals today announced the release of the industry's No. 1 bestselling book on call center management.  Newly updated and expanded, Call Center Management on Fast Forward by Brad Cleveland is perfect for everyone from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. Call Center Management on Fast Forward is available in bookstores and via online retailers May 2012 ($39.95 hardcopy suggested retail price.)


In this invaluable, yet practical guidebook for businesses, Amazon best-selling author, consultant and thought leader in customer relationships and customer service, Brad Cleveland cuts through the maze of call center issues by addressing the specific challenges that companies face and focusing on the crux of what works in this fast-paced, ever-changing environment.  Cleveland levels the communications field by sharing usable tips, case studies from Fortune 100 companies like American Express, Capitol One, American General Life Insurance and more, along with actionable advice on strategic areas including:

  • Customer expectations
  • Creating effective customer service strategies
  • Designing and building operational plans and know-how
  • Customer relationships

A leading authority on predicting business growth-areas and helping call centers to harness the potential of social media, the contact center, social media and self-service capabilities, Brad Cleveland also shares his own lessons learned along the way as well as abundant examples and best practices of those companies who are successfully using their assets to build their businesses and their brands.

For more information about Call Center Management on Fast Forward by Brad Cleveland, please visit

Brad Cleveland is known globally as a thought leader in customer relationships, customer services, and the fast-evolving communications economy. A highly sought-after consultant, speaker, and author, he has worked in 45 states and over 60 countries, and his clients have included many of today's service leaders—Apple, HP, American Express, USAA, Coca Cola, and others. He's also advised governments in the United States, Australia, Germany, Canada, and the United Kingdom.  Brad is author and/or editor of eight books, and is recipient of an best selling award. His books and articles have been translated into over a dozen languages. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, Kiplingers, the Los Angeles Times, Washington Post, Financial Times, and theNew York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), NPR's All Things Considered, and the in-flight programs of several airlines. He has received numerous industry awards in the customer service field, and was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award.

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from agents to executives — who wish to improve the customer experience and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped tens of thousands of organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit

ICMI is a part of UBM (, a global live media and B2B communications, marketing service and data provider.

SOURCE International Customer Management Institute

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