Full Contact
Full Contact

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Full Contact is a compelling and actionable composite of the best practices and strategies that author Greg Levin has uncovered during his nearly two decades as a journalist, researcher and adviser in the contact center industry. This unique ebook – as entertaining as it is informative – is filled with tons of proven tactics and useful resources that managers can utilize immediately in their own contact centers to bring about big improvements in such critical areas as:

  • Metrics selection, measurement and performance
  • Quality monitoring and customer experience management
  • Workforce management and staffing (including outsourcing and home agents)
  • Agent hiring, development and retention
  • E-support management (email, chat, web calls, social media)
  • Customer self-service

Each chapter includes examples of actual contact centers that embody the best practices highlighted, and authoritative research findings are cited throughout the ebook to support key points. In addition, readers will find much value in the Appendix, which features supporting articles and case studies, as well as a sample quality monitoring form, sample customer satisfaction survey questionnaire, and sample telecommuting agreement (for use with home agents).

If you are looking to learn proven ways to elevate your contact center and career — and to laugh a bit along the way — there is no better resource for you than the Full Contact ebook.

If you need help with your order, feel free to contact us at 443-909-6951.

For information on corporate discounts, contact us at CorporateSales@ContactCenterPipeline.com.


Price: $29.99 


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