Customer satisfaction is essential to the success of any and all businesses. At a time in which technological advances, cultural changes, and escalating customer expectations have rendered post-sale customer support more demanding than ever, the need for exemplary post-sale services is greater than ever. Ensuring all customer interactions result in satisfac-tion is the core target of the customer contact center. The Customer Care and Contact Center Handbook was written to help executives and managers define, create, and sustain a world-class customer contact center. This book explores the many challenges inherent in implementing a world-class contact center and introduces methodologies, technologies, and techniques to get-it-right the first time.This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center.
 

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. "The Call Center Handbook" is a complete guide to starting, running and improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products -- such as CRM -- this handbook is an indispensable guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. It's all in this book, including information on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, the Internet and disaster prevention.