Contact Center Management + PRICE WATCH * Amazon pricing is not included in price watch

Contact Center Management " By the Numbers " Book

With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key. The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.Read More

from£N/A | RRP: £
* Excludes Voucher Code Discount Also available Used from £10.05
  • 0976110903
  • 9780976110903
  • Jon Anton, Kamal Webb
  • 1 January 2005
  • The Anton Press
  • Paperback (Book)
  • 312
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