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Online Customer Care

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Title: Online Customer Care
Author: Michael Cusack
ISBN: 8174890076 / 9788174890078
Format: Hard Cover
Pages: 279
Publisher: Infotech
Year: 1999
Availability: In Stock
Special Indian Edition Priced at Rs.880/-. FREE Shipping with in India.
     
 
  • Description
  • Feature
  • Contents

A timely and desirable resource for any organization attemping to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in customer care. Cusack explains how process-driven system design, user interaction, content provisioning, and data gathering can help your organization achieve best in class customer care.
Organizations looking for cost-effective ways to service their customer using integrated online solutions for their customer care environments will gain much insight from this one-stop, complete resource. A high degree of detail is provided by the author giving you substantial guidance when reengineering a call center. Also included are numerous case-in-point examples and flow charts which provide additional insights and ease in understanding.

Examines the three business drivers behind every successful customer care operation-customer satisfaction, cost reduction, and market intelligence.
Describes those process critical to the successful implementation of online customer care.
Explores the mdia driving the development of online customer care and how to implement theset technologies using human factors engineering.

List of Figures
List of Tables
Preface

Chapter 1 : Introduction
Chapter 2 : Fundamentals
Chapter 3 : Media
Chapter 4 : Business Drivers
Chapter 5 : A Case Study
Chapter 6 : Process Considerations
Chapter 7 : Systems Design and Development
Chapter 8 : Information Retrieval Systems
Chapter 9 : Content Provisioning
Chapter 10 : Electronic Mail
Chapter 11 : The World Wide Web
Chapter 12 : High Technology at the Call Center
Chapter 13 : Market Intelligence

Glossary
Bibliography
Index

 
 
 
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