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A Practical Guide to Call Center Technology |  |
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A Practical Guide to Call Center Technology | |
Phone calls and emails from customers are not just "events"; they are significant milestones in customer relationships. This book presents a roadmap showing you how to significantly improve customer relationships - whether via phone, mail, fax, email, or Web - by making the best use of call center technology.
You'll discover how to navigate the business, technical, and financial issues in building and managing a customer contact center. The book shows you how to foster enhanced customer satisfaction at a reasonable cost, and how to make the call center an engine of business growth by using technology to up-sell and generate new revenues from existing customers.
No other book provides such practical, in-depth information on managing a call center's technology and workflow. Key topics include staffing, network basics, ACDs; disaster recovery, data gathering and reporting, customer experience mapping and management, CRM, and much more.
作者简介 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.
编辑推荐 Review
"The explanation of BDM/JTAG debuggers is one of the best I've seen... The book is a needed addition to our art."
The explanation of BDM/JTAG debuggers is one of the best I've seen... [the book's] a needed addition to our art. -- - Jack Ganssle, Embedded Systems Programming technical editor
