..".turn your cost-based 'call centers' into profit-building 'contact centers.' A must-read for customer service professionals and their bosses."
From the Publisher
The author is a frequent speaker at conferences focused on customer experience management throughout the US and overseas.
The author has written on customer experience management for Harvard Business Review and Inc. Magazine, and has been featured as a thought leader on ABC TV, The Wall Street Journal, Financial Times, and many other publications.