Navigating the Customer Contact Center in the 21st Century [Paperback]

William Durr (Author)

Book Description

ISBN-10: 0929870573 | ISBN-13: 978-0929870571 | Publication Date: April 1, 2001

Supervisors and managers who are responsible for the creation and successful operation of modern customer contact centers must understand and react to the remarkable changes that are transforming call centers in this technological age. Examined in this guide are the influences driving the creation and expansion of contact centers; the impact of voice mail, e-mail, and the Web; and a management process that focuses on managing productivity and quality in equal measure. Management challenges, the effective use of reports and rewards, and operations issues are also covered.

Editorial Reviews

About the Author

William Durr is the author of Building a World Class Inbound Call Center. He lives in Dallas, Texas.

Product Details

• Paperback: 175 pages
• Publisher: Advanstar Marketing Services (April 1, 2001)
• Language: English
• ISBN-10: 0929870573
• ISBN-13: 978-0929870571
• Product Dimensions: 9 x 6 x 0.5 inches
• Shipping Weight: 14.6 ounces
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,453,445 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

4.0 out of 5 stars Must have Guide for Contact Centers, March 15, 2003

By 

"clayp104" (Richmond, VA USA) - See all my reviews

This review is from: Navigating the Customer Contact Center in the 21st Century (Paperback)

I have read many Contact Center management books but this was the only one that really puts it all together in a concise easy to read manner that is easy to implement. I think it should be mandatory reading for every Contact Center manager and supervisor. The only drawback is the lack of further references.