Reinventing Your Contact Center 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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Schwartz, Lisa M./ Ruffins, Lana M./ Petouhoff, Natalie L./ Morris, Richard L. (EDT) 作者

Prentice Hall

译者

2006-4 出版日期

272 页数

$ 40.91 价格

Pap

丛书系列

9780131837898 图书编码

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Reinventing Your Contact Center 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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Reinventing Your Contact Center 在线电子书图书描述

Emphasizing the worth of positive customer interactions, Re-Inventing Your Contact Center provides tools for building the very best multi-channel customer relationship management system. Learn why customer contact centers are so valuable to the company's bottom line. Discover how to keep employees motivated, challenged and committed. Understand the multiple channels used to communicate effectively with consumers. This new text unlocks many of the secrets behind successful customer service management and is filled with cases, exercises and assignments that build communication strategies, listening skills and confidence to re-invent one's own contact center. KEY TOPICS: Highlights multi-channel contact center strategies. Includes all forms of customer contact, such as: voice, email, fax, Web and more! Emphasizes the value of contact management centers. Discusses how customer service experiences impact consumer behavior and purchasing plans. Includes numerous lists, charts, and calculations that can be used to determine contact center effectiveness. Excellent for anyone involved in managing a Contact Center.

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