This book is based on the premise that life for call center and help desk managers has become far more complex than just an ACD-equipment decision. Phone calls from customers are not just "events," but are significant milestones in customer relationships. They include correspondence by mail, by fax, by e-mail, by Internet and "touching" by interactive voice response and computer telephony links. The author has over 20 years intimate experience with call centers. This book also has a 74-page sample Request for Proposal to buy an ACD - automatic call distributor, the central piece of technology in any call center. If you hired a consultant, this RFP would cost you a minimum of $20,000.
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Most Helpful Customer Reviews
5 of 5 people found the following review helpful:
3.0 out of 5 stars
Good technical resource, but difficult to follow,
By
This review is from: Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers (Paperback)
The information in this book on the technical aspects of call centers is very good. It is an appropriate book for someone who isn't completely new to the topic of calls centers, but needs a more complete picture of the technical side of telephones, ACDs and other tools. However, even though the information is helpful, the book isn't edited very well. I found many typos, grammar errors and punctuation problems. Additionally, it's not organized in a very easy to read manner. I found it difficult to understand the progression from one topic to another. Overall, the topics covered in the book are useful--great information and research before purchasing an ACD. But I'm sure that there are other books out there that provide the same information in a more coherent fashion.
3 of 4 people found the following review helpful:
4.0 out of 5 stars
Customers:,
By A Customer
This review is from: Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers (Paperback)
This book will teach you how to create an excellent call center for employees and/or customers. It will help you choose the right help desk software, the best help desk equipment and find the right employees. The book contains in-depth interviews with successful help desk mangers, hundreds of tips for choosing the right system and a 40-page guide detailing help desk systems (i.e. ones available today) and their prices. The Complete Help Desk Guide also covers outsourcing, tools with artificial intelligence, incorporating technologies like ACDs and IVR systems and providing support electronically. A great book for creating a help desk or re-evaluating an existing one.
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