Contact Center Management : From Complaint Department to Value Center
by
Jan Smets
Book Details
Format
Paperback / Softback
ISBN-10
9401454108
ISBN-13
9789401454100
Publisher
Lannoo Publishers
Imprint
Lannoo Publishers
Country of Manufacture
BE
Country of Publication
GB
Publication Date
Oct 24th, 2018
Print length
286 Pages
Weight
658 grams
Dimensions
17.00 x 23.90 x 2.50 cms
Product Classification:
Management: leadership & motivationCustomer services
Ksh 4,500.00
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Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client.
Call centers are no longer the ugly duckling in your company. How do contact centers create value to company and client? Has social media killed our contact centers? How do we throw off the negative aura surrounding contact centers? Judging by the amount of employees in the contact centers of today''s companies, one cannot simply overlook their importance to sales, marketing and customer service. Yet somehow still the cliché lives on that customers don''t like these out-of-touch, impersonal contact centers. But how do these clichés stand up to the test of reality? Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client.
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