Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (eBook)

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.

Copyright 2012
Electronic Version

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.

You'll learn how to:

• Boost customer loyalty
• Achieve service level with quality
• Build a team equipped with the right know-how
• Maximize the contact center's strategic value
• Win top management support

Six years in the making, this long-awaited new edition includes updated and expanded coverage of:

• Strategy
• Social media
• Performance measures
• Multichannel management
• Evolving customer experiences
• The latest on performance objectives and metrics
• The contact center's evolving role in strategy
• Case studies from top customer service & loyalty brands
• Much more!

Please note: Due to the size of this file, it may take up to 10 minutes to download, depending on the speed of your connection.