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Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.
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Previews available in: English
Subjects
Call centers, Technological innovations, ManagementShowing 2 featured editions. View all 2 editions?
Edition | Availability |
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1
Navigating the Customer Contact Center in the 21st Century: a technology and management guide
April 1, 2001, Advanstar Communications
Paperback
in English
0929870573 9780929870571
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WorldCat
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2
Navigating the customer contact center in the 21st century: a technology and management guide
2001, Advanstar Communications
in English
0929870573 9780929870571
|
zzzz
Libraries near you:
WorldCat
|
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Feedback?May 12, 2015 | Edited by Bryan Tyson | Edited without comment. |
April 28, 2010 | Edited by Open Library Bot | Linked existing covers to the work. |
February 5, 2010 | Edited by WorkBot | add more information to works |
December 9, 2009 | Created by WorkBot | add works page |