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.This will result in relating support resources to the issues they are best able to handle. As an example: the corporate Cisco- certified support engineers will no longer be burdened with questions about desktop applications and can therefore anbsp;...

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


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