Conducting a Contact Center Assessment
This book reveals consulting approaches to contact center assessments gleaned over two decades of work with some of America's customer service leaders. It is packed with 'how to' examples, tools, interview questions and insights that will kick-start any type of contact center improvement initiative, large or small, new or pre-existing. In short, the type of book any contact center manager or analyst would want to use as a reference when it comes to running a world-class operation.