Contact Center Management on Fast Forward – Fourth Edition Now Available

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type. It has been a privilege to be a part of an industry that is dedicated to connecting with customers and helping organizations succeed.

If you’ve read any of the first three editions, you’ll see some things that are familiar. This was an extensive update and rewrite, but we didn’t try to change the unchangeable – the principles that are tried and true. You can trust the continuity in those core areas that will never change. You’ll also find much that’s new: managing omnichannel, new sections on customer access strategies, empowering employees, using metrics, customer advocacy, the impact of AI, and (above all) the strategic role of contact centers.

You can find more information about the book at