Customer Reviews

The Customer Care and Contact Center Handbook

5 star:		(6)
4 star:		(2)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

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

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

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

Full of ideas that work in real-world enviroments. Some overlap with other texts on customer care and, overall, the material presented is sound.

There are many ideas and concepts in this volume that all contact center professionals could use. Well done.

I found the book to be quite effective. The ideas can be put into operation right away and the results are equally as fast. jl

The ideas are great, easy to put in place and reap the rewards. This author knows customers and contacts centers. jl

Weve used many of the ideas in our center with excellent results. This is not just an academic rehash of common knowledge, this book is full of real world applications. Only complaint is it's a little pricey but all in all we got our moneys worth.

JR