x

Our Privacy Policy has changed. By using this site, you agree to the Privacy Policy.

Call Center Management on Fast Forward Succeeding in the New Era of Customer Relationships

ISBN-10: 0985461101
ISBN-13: 9780985461102
Edition: 3rd 2012
Authors: Brad Cleveland
List price: $39.95
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy

what's this?
Rush Rewards U
Members Receive:
coins
coins
You have reached 400 XP and carrot coins. That is the daily max!

Customers also bought

Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading

Book details

List price: $39.95
Edition: 3rd
Copyright year: 2012
Publisher: ICMI
Publication date: 5/1/2012
Binding: Paperback
Pages: 490
Size: 6.00" wide x 9.00" long x 1.00" tall
Weight: 1.980
Language: English

Acknowledgments
Foreword
Introduction
The New Era of Customer Relationships
Familiar Challenges, New Opportunities
The Blueprint - Your Customer Access Strategy
The Driving Forces in Customer Contact Centers
A Planning and Management Framework
Accessibility, a Core Value
Acquiring Necessary Data
Forecasting the Center's Workload
Determining Base Staff and System Resources
Successful Scheduling
Understanding Contact Center Dynamics
How Contact Centers Behave
Communicating with Senior Management
Real-Time Management
Elevating Quality and Performance
Establishing the Right Measures and Objectives
Improving Contact Center and Organizationwide Performance
Boosting Individual Performance
Building a More Effective Organization
Leadership in the New Era of Customer Relationships
Enabling Technologies, New Possibilities
Characteristics of the Best-Managed Contact Centers
Notes
Acronyms
Glossary
Index

×
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.

×