Customer Centricity through Workforce Optimization [Paperback]

Bill Durr (Author)

Book Description

Publication Date: June 22, 2007

To become customer-centric, the entire enterprise needs to be aware of and respond to what s important to customers. To make this transformation, enterprises need to vastly improve their employees skills, knowledge and business instincts, as well as build new processes developed from an outside-in perspective. This is the province of workforce optimization. "Customer Centricity through Workforce Optimization" offers contact center managers a detailed roadmap for transforming the workplace through workforce optimization. Whether you re new to contact centers or an industry veteran, you ll learn key concepts that will help you to take your center to the next level of performance and get the most out of your most valuable resource your people.

Editorial Reviews

About the Author

Bill Durr became intrigued with call centers shortly after the invention of the telephone. He has held sales, marketing and consulting positions with a number of major firms in the industry, including Datapoint Corporation, Telcom Technologies, Call Center Management Associates, Radish Communications, IEX Corporation, GeoTel Communications, Rockwell, Blue Pumpkin Software and Witness Systems. Bill is the author of "Building a World-Class Inbound Call Center" and "Navigating the Customer Contact Center in the 21st Century," and has been published widely in industry journals. He is a frequent speaker on productivity and quality process topics at contact center industry events.

Product Details

• Paperback: 344 pages
• Publisher: ICMI Press (June 22, 2007)
• Language: English
• ISBN-10: 1932558101
• ISBN-13: 978-1932558104
• Product Dimensions: 8.9 x 6.2 x 0.9 inches
• Shipping Weight: 15.2 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #1,431,637 in Books (See Top 100 in Books)