“This is a must read for all who are dedicated to transforming their call center into a world class call center through the power of first call resolution.”
- Mike Hayes, Senior Vice President, Scotiabank
“Brilliant reasoning and shared call center best practices on how to achieve world class first call resolution and customer satisfaction.”
- Laura Costa, Senior Vice President, Vision Services Plan
“This book provides great insights on how to use voice of the customer feedback for improving the call center’s people, process and technology practices.”
- Gloria Pegurri, Vice President Service Delivery, Blue Cross Blue Shield Massachusetts
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| Front cover, click to enlarge | Back cover, click to enlarge |
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