Call Center Customer Relationship Management Handbook and Study Guide (ICMI's Handbook/Study Guide) [Paperback]

Brad Cleveland (Author), Debbie Harne (Author)

Book Description

Publication Date: February 1, 2003 | ISBN-10: 0970950764 | ISBN-13: 978-0970950765

Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization. The call center is the place where many of these objectives are carried out — one contact at a time.

The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and technologies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Editorial Reviews

Review

Anyone working in a call center will benefit from the manuals! Information is so relevant to life in call centers. -- Cadmore Lewis, Operations Manager, Rogers Cable (Canada)

If you value customer care as a key component of your corporate strategy, this series is a gold mine! -- Gary Reynolds, Senior Vice President of Customer Service, Airborne Express

About the Author

Brad Cleveland is President and CEO of Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland. Recognized for his pioneering work in call center management methodologies, he has delivered keynotes, seminars and consulting services in over 25 countries. Brad is co-author of the industry’s best-selling book, Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment.

Debbie Harne is Director of Educational Services for ICMI, and spearheaded the launch of ICMI Membership, a network of management professionals from over 40 countries. With a background in training and education, Debbie has been instrumental in developing ICMI’s technology-based educational services, and has responsibilities

Product Details

• Paperback: 336 pages
• Publisher: ICMI Press (International Customer Management (February 1, 2003)
• Language: English
• ISBN-10: 0970950764
• ISBN-13: 978-0970950765
• Product Dimensions: 10.8 x 8.5 x 0.9 inches
• Shipping Weight: 2.2 pounds (View shipping rates and policies)
• Amazon Best Sellers Rank: #3,016,454 in Books (See Top 100 in Books)