The traditional call centerrows of agents in headsets answering callsis becoming obsolete. In a consumer-driven, Internet-enabled world, your customers arent just calling you. They want to reach you via email, IM, text, and more. And simply taking calls isnt enough to keep customers loyalyou need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.
In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.
This book helps. From internal operations to customer relationship management, it offers solutions to help make your entire contact center more effective.
This Contact Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.
"Covers every detail, including some missed in other books – This thorough book provides a clear roadmap to designing, implementing and operating contact centers. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."
This book delivers everything for to develop a knowledge and understanding of Contact Center operations:
* How to assess customer business needs and exceed customer expectations
* Critical processes and procedures to resolve incidents quickly and consistently
* Numerous Contact Center Blueprints, templates and checklists
* Processes and procedures for Incident, Problem and Service Level Management
* Ways to create win-win interactions with customers, management, and team members
* An awareness of ITIL® processes
Besides the holistic view of the contact center technologies, you will find the sections on Building a Customer Contact Technology Strategies and Service Level Management to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years.
Covering Strategy and Operations Both, this book is able to effectively cover both the strategic and operational issues in a comprehensive, easy-to-understand manner. Every chapter of the book is well written with lots of valuable information.
Excellent advice based on reality, from the moment you open this book, you can tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. This book will turn out to be the most useful.
Great for entrants – as well as those with experience in the industry, the book is well laid out and explains Contact Centers in detail. It gets right to the point of which data is important to gather and how to best illustrate that data. It helps to better organize KPI’s and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book also helps to become better at workforce management strategies and forecasting. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, you will find yourself continue to reference it all the time.
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