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Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM / Edition 1
     

Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM / Edition 1

by Lisa M. Schwartz, Natalie L. Petouhoff, Lana M. Ruffins
 

ISBN-10: 0131837893

ISBN-13: 9780131837898

Pub. Date: 04/28/2006

Publisher: Prentice Hall

Emphasizing the worth of positive customer interactions, Re-Inventing Your Contact Center provides tools for building the very best multi-channel customer relationship management system. Learn why customer contact centers are so valuable to the company’s bottom line. Discover how to keep employees motivated, challenged and committed. Understand the multiple

Overview

Emphasizing the worth of positive customer interactions, Re-Inventing Your Contact Center provides tools for building the very best multi-channel customer relationship management system. Learn why customer contact centers are so valuable to the company’s bottom line. Discover how to keep employees motivated, challenged and committed. Understand the multiple channels used to communicate effectively with consumers. This new text unlocks many of the secrets behind successful customer service management and is filled with cases, exercises and assignments that build communication strategies, listening skills and confidence to re-invent one’s own contact center.

Highlights multi-channel contact center strategies. Includes all forms of customer contact, such as: voice, email, fax, Web and more! Emphasizes the value of contact management centers. Discusses how customer service experiences impact consumer behavior and purchasing plans. Includes numerous lists, charts, and calculations that can be used to determine contact center effectiveness. Excellent for anyone involved in managing a Contact Center.

Product Details

ISBN-13:
9780131837898
Publisher:
Prentice Hall
Publication date:
04/28/2006
Edition description:
1ST
Pages:
272
Product dimensions:
7.98(w) x 9.93(h) x 0.60(d)

Table of Contents

PART I: THE EMERGING CUSTOMER CONTACT CENTER

1. The Call Center Becomes the Multi-Channel Customer Contact Center

2. Managing the Customer Service Chain and CRM

3. The Contact Center Professional

4. Managing Customer Lifetime Value

5. Putting Money Where the Customer Lifetime Value Lives

PART II: BARRIERS TO EXCELENCE IN MULTICHANNEL CONTACT CENTERS

6. Customer Relationship Management ( CRM) Growing Pains

7. Effects of Change–The Valley of Tears

8. Stress: A Hidden Barrier to Excellence

9. Recognizing Ineffective Teams

PART III: THE MOTIVATED CUSTOMER CONTACT CENTER

10. Conscious Leadership: Creating a Motivating Environment

11. Identify Motivators in 10 Minutes: A Conscious Coaching Tool

12. The Conscious Coach: Show ‘Em Who Cares!

13. Early Involvement in Organizational Choices

14. How Other Departments Affect a Contact Center

15. Performance Management: Creating Challenge, Achievement, Recognition and Individual Growth

16. The Physical Office Environment–A Motivator

PART IV: BEST PRACTICES IN MULTIMEDIA CONTACT CENTERS

17. Customer Interaction Management and Planning for Multi-Channel Contact Centers

18. Contact Center Benchmarking: A Best Practice

19. Increasing Emotional Intelligence with Work Style Assessments

20. SP3M–Measure, Market, Manager Your Contact Center Results

21. Understanding Customer LifeTime Value–A Best Practice

22. Coaching Best Practices for Contact Center Leaders

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