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The Customer Care and Contact Center Handbook

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Title: The Customer Care and Contact Center Handbook
Author: Garry Schultz
ISBN: 0873895614 / 9780873895613
Format: Hard Cover
Pages: 288
Publisher: ASQ
Year: 2003
Availability: Out of Stock
     
 
  • Description
  • Contents

Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital. The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center.

Contact Center Structure
Standard Operating Procedures
Metrics
Training and Testing
Systems and Tools
Acronyms and Terms
FMEAC
The Five Whys of Quality
Organizations
Alpha/Beta Testing
Finance for CC Managers
SOP Boilerplate

 
 
 
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