Just published a new book entitled "Contact Center Excellence"!

Brian Flagg has published a new book entitled “Contact Center Excellence” and it is now available on  The book is intended for experienced call center or contact center leaders, challenging them to transform from good to world class. The book covers the following topics; strategy, maturity, hiring, engagement, knowledge management, quality management, and managing variability.  Leaders from supervisors to senior managers will find nuggets of wisdom in the book to advance the excellence of their contact center.  Brian has 20 years of leadership experience in Fortune 100 contact centers such as IBM Corporation and Target Corporation.  Brian is a past member of HDI’s Strategy Advisory Board and is a current member of Contact Center Association’s Strategy Advisory Board.  He is a frequent writer, blogger, presenter and speaker.  

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