Re-inventing your contact center
Subtitle: a manager's guide to successful multi-channel CRM
By: by Lana M. Ruffins, Lisa M. Schwartz, Natalie L. Petouhoff.
Contributors: Schwartz, Lisa M.; Petouhoff, Natalie L.
Publisher: Pearson Education
Published: 2007
Place of publication: Upper Saddle River, NJ
Language: eng
Subjects: Call centers -- Management.; Customer relations -- Management.; Customer services -- Management.
Notes: Includes bibliographical references and index.
Table of contents: title: The call center becomes the multi-channel customer contact center; title: Managing the customer service chain and CRM; title: Contact center professional; title: Managing customer lifetime value; title: Putting money where the customer lifetime value lives; title: Customer relationship management (CRM) growing pains; title: Effects of change, the valley of tears; title: A hidden barrier to excellence; title: Recognizing ineffective teams; title: Conscious leadership : creating a motivating environment; title: Identify motivators in 10 minutes : a conscious coaching tool; title: The conscious coach : show 'em who cares!; title: Early involvement in organizational choices; title: How other departments affect a contact center; title: Performance management : creating challenge, achievement, recognition and individual growth; title: The physical office environment : a motivator; title: Customer interaction management and planning for multi-channel contact centers; title: Contact center benchmarking : a best practice; title: Increasing emotional intelligence with work style assessments; title: SP3M : measure, market, manage your contact center results; title: Understanding customer lifetime value : a best practice; title: Coaching best practices for contact center leaders.