||1 of 1 people found the following review helpful.| Metrics have a purpose - but you must measure what is most important to your customers.|By LSAnderson40|I spent 10 years running customer service and contact centers as both a leader and consultant. I would say outside of manufacturing, this is one of the most measured things in a company. Who wouldn't be interested in customer metrics as they help you keep tabs on how well yo|| | Call Center Magazine: "...a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about." ||
Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, a...
[PDF.li77] The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation Rating: 3.66 (629 Votes)
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You can specify the type of files you want, for your gadget.The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation | Donna Fluss. A good, fresh read, highly recommended.
