Customer satisfaction is essential to the success of any and all businesses. At a time in which technological advances, cultural changes, and escalating customer expectations have rendered post-sale customer support more demanding than ever, the need for exemplary post-sale services is greater than ever. Ensuring all customer interactions result in satisfac-tion is the core target of the customer contact center. The Customer Care and Contact Center Handbook was written to help executives and managers define, create, and sustain a world-class customer contact center. This book explores the many challenges inherent in implementing a world-class contact center and introduces methodologies, technologies, and techniques to get-it-right the first time.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.
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Most Helpful Customer Reviews
5 of 5 people found the following review helpful:
4.0 out of 5 stars
Clear as clear can be,
By Kevin Kup (USA) - See all my reviews
This review is from: The Customer Care and Contact Center Handbook (Hardcover)
Thisi s the first review I've written. I've got a stack of business books. Most are filled with common sense advice, advice I really do not need and a waste of my [money]. BUT, The author of this book provides clear examples, examples that can be used right away, advice worth buying the book for. I am impressed./KK
3 of 3 people found the following review helpful:
5.0 out of 5 stars
Support disipline,
By Jim Clonn, P ENG (USA) - See all my reviews
This review is from: The Customer Care and Contact Center Handbook (Hardcover)
As a senior exec in R&D I have often been frustrated with the lack of discipline in every support services division I have worked with. Mr. Schulz has provided the foundation, best-practices and execution triggers for support services in one book. I highly recommend this book and have procured additional copies for our international sites. The support-services playing field has hereby been leveled.J. Clonn
3 of 3 people found the following review helpful:
4.0 out of 5 stars
Good but the author can be cute,
This review is from: The Customer Care and Contact Center Handbook (Hardcover)
Not your typical business book. There are many great ideas and a number of best-practices are presented and discussed. On the downside the author should curb his flippant comments and stick to the business at hand.\tr
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Inside This Book
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First Sentence:
. . . very, very loudly . . . The need to provide quality care is certainly not a new challenge. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
contact center personnel, loss statement for the team, top failure modes, contact center managers, strategic account status, first tier team, time per function, contact center teams, contact center management, escalation team, business development term, contact center environment, strategic account team, escalation percentage, second tier team, contact center operations, availability rating, total performance evaluation, help desk system, strategic accounts, supplemental system, report writing tools, top ten issues, scheduling manager, contact volume Key Phrases - Capitalized Phrases (CAPs): (learn more)
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
. . . very, very loudly . . . The need to provide quality care is certainly not a new challenge. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
contact center personnel, loss statement for the team, top failure modes, contact center managers, strategic account status, first tier team, time per function, contact center teams, contact center management, escalation team, business development term, contact center environment, strategic account team, escalation percentage, second tier team, contact center operations, availability rating, total performance evaluation, help desk system, strategic accounts, supplemental system, report writing tools, top ten issues, scheduling manager, contact volume Key Phrases - Capitalized Phrases (CAPs): (learn more)
Souihorn Inc, Station Pod, Tier Period New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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