Overview

Phone calls and emails from customers are not just ""events""; they are significant milestones in customer relationships. This book presents a roadmap to significantly improving customer relationships, whether by phone, mail, fax, email, or Website, by getting the most out of call centre technology. The book bridges the business, technical and financial issues in building and managing a customer contact centre. It evaluates call centre technology and its practical implementation to foster enhanced customer satisfaction, while delivering results at a reasonable cost. The author explains how to transform a call centre into an effective cross media contact point staffed by people equipped with the appropriate tools, knowledge and skills to provide responsive answers to emails, faxes and calls requesting service and information. Further, the author explores how to make the call centre an engine of business growth by minimizing costs, enhancing customer satisfaction, and using technology to upsell and generate new revenues from existing customers.

Full Product Details

Author:   Andrew Waite
Publisher:   Taylor & Francis Ltd
Imprint:   CMP Books
Dimensions:   Width: 15.20cm , Height: 2.50cm , Length: 22.90cm
Weight:   0.930kg
ISBN:  

9781578200948

ISBN 10:   1578200946
Pages:   504
Publication Date:   02 January 2002
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

CONTENTS Chapter 1:Introduction Chapter 2:Establishing a Customer Contact Center Chapter 3:The Customer Call Center Structure Chapter 4:Communications Service and Traffic Issues Chapter 5:Staffing Issues Chapter 6:Strategic Buying Chapter 7:Introducing the Automatic Call Distributor (ACD) Chapter 8:ACD Basics Chapter 9:The ACD as a Customer Workflow Manager Chapter 10:Bullet-Proofing the Customer Contact Centre Chapter 11:Telepone Terminals and Workstations Chapter 12:Customer Contact Centre Management Information Chapter 13:Customer Experience Mapping and Management Chapter 14:Advanced Customer Contact Center Systems Chapter 16:The Big Trends Chapter 17:Acquiring Customer Contact Center Systems Index

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Author Information

Andrew Waite is a writer, speaker, and consultant on call centers. Andrew founded Inbound/Outbound Magazine, which later became Call Center Magazine. He has over 25 years of call center experience. He lives in Phoenix, Arizona.

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