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Examines how traditional voicetovoice communications coupled with alternative media particularly electronic mail, the World Wide Web, and interactive voice response can be used to facilitate world class customer service. Topics include business drivers (customer satisfaction, cost reduction, and market intelligence); systems design and development; information retrieval systems; and content provisioning. A hypothetical scenario involving a new inbound call center illustrates many of the concepts discussed. Annotation c. by Book News, Inc., Portland, Or.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer,
birth defects, or other reproductive harm.
The strategies in this book are helpful for new call center leaders, but I found some sections a bit too basic. There are good ideas here, just not as many detailed examples as I hoped for. Still, it's a decent resource!
E
Emma Johnson
A Must Read for Call Center Success
I can't recommend this guide enough! It’s filled with modern customer care strategies that really resonate with today’s challenges. My team has seen a noticeable improvement in performance since implementing these techniques.
H
Hassan Ali
Not What I Expected, Disappointed
I was really looking forward to this book, but some of the strategies were outdated and not very practical for modern call centers. I felt like I wasted my money. Definitely not what I expected!
M
Miguel Santos
Great Resource for Call Center Managers
I recently got this guide on call center excellence, and it's packed with valuable strategies. The tips really helped my team improve customer interactions. Definitely worth a read if you're managing a call center!
R
Raj Patel
Solid Guide with Actionable Tips
This book has some solid customer care strategies that I could implement right away. The layout makes it easy to navigate, and I appreciate the examples provided throughout. My agents are already seeing improvements!
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⚠️ California Proposition 65 Warning: Some products sold on this website may expose you to chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm. For more information, visit www.P65Warnings.ca.gov.
