Navigating the Customer Contact Center in the 21st Century
Subtitle: a technology and management guide
Publisher: Advanstar Communications
Published: April 1, 2001
Place of publication: a technology and management guide
Language: eng
Format: Paperback
Number of pages: 175
ISBN-13: 9780929870571
Subjects: Computing and Information Technology; Management & management techniques; Business & Economics; Business / Economics / Finance; Business/Economics; Customer Service; Entrepreneurship; Business Communication - General; Call centers
Table of contents: title: Introduction and acknowledgments; title: Call centers, contact centers or convenience centers?; title: The changing role of call centers; title: The networks around us; title: Contact centers : a technology road map; title: Contact center management challenges; title: A management process for productivity and quality; title: Managing cost per transaction; title: Observations, opinions and speculations; title: Glossary; title: About the author