The Customer Care and Contact Center Handbook

The Customer Care and Contact Center Handbook

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Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital. The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center. Preview a sample chapter from this book along with the full table of contents by clicking here. You will need Adobe Acrobat to view this pdf file.1 8 resource planning concept, 20-21 service level agreement (SLA), 22-23 standard template, 15-18 stress/mental health ... 220 quality, five whys of, appendix D, 245-47 radar maps, 108-9 real-time tools, 112-13 recruitment software, 181-82anbsp;...

Title:The Customer Care and Contact Center Handbook
Author:Garry Schultz
Publisher:ASQ Quality Press - 2003


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