Excellence is about strategy driving quality and measurements, the importance of managing variability, how to incorporate TQM into the contact center, measuring the maturity of the contact center and the corresponding value, how to hire the right staff and then how to ensure they are engaged. Contact Center Excellence will help you drive your contact center to a world class level. Contact center leadership, whether at the level of supervisor or senior manager, will gain valuable insights into achieving contact center excellence. The 2nd edition is updated and expanded, with a completely redone chapter on managing variability.