Operations and Management Principles for Contact Centres

Operations and Management Principles for Contact Centres

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Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.According to Wikipedia (2006), an example is multiple toll-free numbers being used for multi-lingual identification. ... According to Sprint: it costs a lot to acquire a customer and all it takes to lose one is poor customer service (Sprint, 2006).

Title:Operations and Management Principles for Contact Centres
Author:Esther Hoffmann, Dennis Farrell, Neil Lilford, Mariaan Ellis, Michael Cant
Publisher:Juta and Company Ltd - 2008-09-01


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