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

Schwartz, Lisa M.; Ruffins, Lana M.; Petouhoff PH.D., Natalie L.

9780131837898: Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM

Softcover

ISBN 10: 0131837893 ISBN 13: 9780131837898

Publisher: Pearson, 2006

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.

KEY TOPICS: 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.

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About the Author:

Lana M. Ruffins is President of LMR Associates, Learning, Motivation and Results, a human capital development and consulting company. Lana is a distinguished teacher, corporate trainer and highly sought keynote speaker. As a result of managing, training and motivating tens of thousands of people in over 500 organizations, such as Federal Express, Nordstrom, AT&T, Department of Defense, across both the public and private sectors, Lana brings a wealth of practical knowledge, experience and wisdom in organizational development to her clients. Lana and her team customize workshops and seminars for organizations in a variety of areas with a focus on Customer Relationship Management, Contact Center Management, Employee Relationship Management, Up-Selling and Cross-Selling Techniques, Quality Improvement Processes, Diversity and Management Mentoring programs. Ms. Ruffins has a Master of Arts degree from the University of California at Santa Barbara.

Lisa M. Schwartz’s professional career has spanned technology operations, sales, marketing and service with companies such as Oracle, Accenture, Cedars-Sinai Medical Center, Wang Laboratories, Intertainer, Geffen Records and LMR Associates.

Ms. Schwartz has practical experience in data center management, network management, contact center management and multi-channel CRM.

Ms. Schwartz has conducted extensive research, lectured and published books on the topic of CRM adoption resistance and the positive effects of behavioral-based change management on technology initiatives. To prove results, Ms. Schwartz co-created a continuous measurement process called SP3M that measures, markets and manages valuable information captured by CRM, improving the ROI for CRM systems.

Ms. Schwartz has co-authored two books on CRM; Integrating People with Process and Technology, Anton Press, 2002; Customer Relationship Management: The Bottom Line to Optimizing Your ROI-Chap.12, Prentice-Hall, 2001.

Currently, Ms. Schwartz designs global go-to-market strategies for Oracle Corporation as Product Marketing Director for Worldwide Applications.

Dr. Natalie L. Petouhoff has over a decade of experience in technology implementations. As a consultant, Dr. Nat has analyzed, designed and built CRM, Contact Centers, ERP and Shared Services systems. Her experiences in consulting and technology management include Hitachi Consulting, PricewaterhouseCoopers, General Electric, General Motors, Oak Ridge National Laboratory and Hughes Electronics.

Dr. Nat is curently working with Hitachi Consulting in project management and change management enabling companies to implement CRM and Contact Centers solutions that increase the bottom-line as well as stay within budget. As a professor in Pepperdine’s Business School, she is teaches Change Management, CRM, Leadership, Project Management and Organizational Behavior and Design.

Dr. Nat has written over 12 white papers on the topics of CRM and change management. She has co-authored 7 books on CRM and Call Centers; Integrating People with Process and Technology, Anton Press, 2002; Customer Relationship Management: The Bottom Line to Optimizing Your ROI, Prentice-Hall, 2001; Recruiting and Retaining Call Center Employees, ASTD, 2001; Customer Service at a Crossroad, Anton Press 2003; Customer Obsession, Anton Press, 2002; CRM Technology, Anton Press, 2002; Conducting a Call Center Audit, Anton Press, 2002.

Dr. Nat has a Ph.D from University of California, and obtained her Masters and Bachelor degrees in Metallurgical Engineering from the University of Michigan.

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