Items related to Contact Center Management "By the Numbers"
Synopsis
With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.
The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.
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Contact Center Management By the Numbers
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
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Paperback. Condition: As New. No Jacket. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less 1.15. Seller Inventory # G0976110903I2N00
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Contact Center Management "By the Numbers"
Seller: HPB Inc., Dallas, TX, U.S.A.
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paperback. Condition: Very Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority! Seller Inventory # S_422831420
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