Overview

This book will tell you exactly how to conduct an assessment of your contact center with 2020 vision. Using key areas of focus to include efficiency, effectiveness, capability and competitive differentiation, this book is designed to help managers identify opportunities for improvement by describing a step-by-step process for conducting a contact center assessment. This book reveals consulting approaches to contact center assessments gleaned over two decades of work with some of America's customer service leaders. It is packed with 'how to' examples, tools, interview questions and insights that will kick-start any type of contact center improvement initiative, large or small, new or pre-existing. In short, the type of book any contact center manager or analyst would want to use as a reference when it comes to running a world-class operation. Learn how to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. This book is a practical guide for anyone creating, managing, or fixing a customer care center. Further, anyone who manages people who interact with customers will find this book a must read even if only some of the concepts can be applied. Written in an accessible manner, each chapter covers a discrete topic making it easy to digest and then apply. This is not consultant-speak. This is a guide for assessing the Quality of your customer service and then making it better. Note - This book incorporates some of the author's material from Conducting a Contact Center Assessment (2013).

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9781720547280

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Michael Cusack worked in the contact center arena for more than two decades. He was originally employed as a user interface designer for the AT&T Artificial Intelligence group and specialised in creating case-based reasoning systems for front line agents. As a Senior Business Analyst with Bell Laboratories, he was responsible for identifying and leading new contact center opportunities. After publishing his first book entitled 'Online Customer Care' with the American Society for Quality (ASQ), Cusack worked as an independent consultant on contact center projects for companies like GE Capital, AT&T, and the University of Pennsylvania. After a stint as a company Director of Operations with INO Therapeutics, a New Jersey Pharmaceutical, he returned to the consulting world with Novo Nordisk, and later Deloitte Consulting and Logical Design Solutions, where he worked with CitiBank's worldwide operations group.

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