The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy.
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Editorial Reviews
Review
...a "must-read" for our consultants who deliver self-service strategy and planning engagements. -- Allen Bonde, President and Founder, Allen Bonde Group, Inc.
A must read for those exploring how to introduce "effective" Web-based self-service to their customer base. -- Terry Barrett, Worldwide Customer Support, BEA Systems, Inc.
Dr. Jon Anton and Mike Murphy have presented a compelling view of the future of customer self-service. -- Daniel Friel, Senior Vice President, Strategic Alliances & Investments, Bank of America
A must read for those exploring how to introduce "effective" Web-based self-service to their customer base. -- Terry Barrett, Worldwide Customer Support, BEA Systems, Inc.
Dr. Jon Anton and Mike Murphy have presented a compelling view of the future of customer self-service. -- Daniel Friel, Senior Vice President, Strategic Alliances & Investments, Bank of America
From the Publisher
Only two centuries ago, early explorers (adventurous business executives of those bygone days) were guided primarily with a compass and celestial navigation using reference points like the North Star. Today’s busy executive also needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers. The Anton Press provides this navigational system through practical, how-to-do-it books for the modern day business executive.
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Inside This Book
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First Sentence:
As can be seen from figure 1.1, customer contacts are forecasted to reach the 30 billion mark by 2005 and are divided mostly across the telephone, e-mail, chat, and Web site channels. Read the first page Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
As can be seen from figure 1.1, customer contacts are forecasted to reach the 30 billion mark by 2005 and are divided mostly across the telephone, e-mail, chat, and Web site channels. Read the first page Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
7
books
cite this book:
See all 7 books citing this book
- Optimizing Outbound Calling: The Strategic Use of Predictive Dialers by Dr. Jon Anton in Back Matter
- Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny by Matt McConnell in Back Matter
- Customer Service and the Human Experience: We, the People, Make the Difference by Rosanne D'Ausilio in Back Matter
- From Cost to Profit Center: How Technology Enables the Difference (Call Center Management) by Jon Anton in Back Matter
- Marketing Sucks! (and Sales, Too!) by Fred Janssen in Back Matter
See all 7 books citing this book
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