Wake Up Your Call Center: Humanize Your Interaction Hub discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.aquot;The Service Driven Company.aquot; Harvard Business Review, September/October, 71-81. Slepian, J. 2004. Managing the Voice Channel, www.bettermanagement. com. aquot;Snapshot Survey Reveals Change in Customer Interaction Profiles.aquot; 1998.
|Title||:||Wake Up Your Call Center|
|Publisher||:||Purdue University Press - 2005|