Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment - Softcover

Cleveland-brad

 
9781932558067: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment
Softcover
ISBN 10: 1932558063 ISBN 13: 9781932558067

Inhaltsangabe

Call Center Management on Fast Forward is the call center industry's No. 1 selling book on call center management. The most comprehensive resource available on running a call center, the book covers every aspect of call center management, including service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies, in a format that is well-organized and easy to understand.

The new edition contains important new information such as:
* trends in customer expectations
* best practices in performance reports and objectives
* how to create an effective customer access strategy appropriate for today's environment
* how to manage multichannel contacts with quality
* new technologies -- and how they're changing customer contact services
* improving the call center's strategic impact and ROI
* new case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

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Über die Autorin bzw. den Autor

Brad Cleveland is recognized as one of the world's foremost authorities on call center management and customer services. An engaging speaker and sought-after consultant, his clients have included small startups, national governments, and multinational corporations. His articles have been featured in a wide variety of professional journals, and he has appeared in publications ranging from The New York Times to The Wall Street Journal, as well as on major television networks and the in-flight programs of several airlines. As president of ICMI (the International Customer Management Institute, a division of CMP), he is a passionate advocate of customer contact services that deliver higher returns to organizations and better experiences to customers.

Von der hinteren Coverseite

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this completely updated edition contains additional chapters and new material throughout!

You'll learn how to:
* Achieve service level with quality
* Meet heightened customer expectations
* Build a team armed with the right know-how
* Boost the call center's strategic value
* Win top management's support

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Erscheinungsdatum
2006
Sprache
Englisch
ISBN 10 
1932558063
ISBN 13 
9781932558067
Einband
Taschenbuch
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