Cleveland, Brad
Contact center management on fast forward : succeeding in the new era of customer experience / Brad Cleveland - 4a. ed. - Colorado Spring : ICMI, 2019 - xvii, 494 p. : gráficos ; 23 cm.
Incluye acrónimos y abreviaciones pág. 453
Incluye glosario pág. 455
Incluye índice pág. 483
THE NEW ERA OF CUSTOMER EXPERIENCE. New role, strategic opportunities; The blueprint-your customer Access strategy; Three driving forces in contact centers. RESOURCE PLANNING. Acquiring necessary data; Forecasting customer workload; Determining base staff and system resources. UNDERSTANDING CONTACT CENTER DYNAMICS. How contact centers behave; Communicating requirements to senior management; Real-time management. ELEVATING QUALITY AND PERFOMANCE. Establishing the right objectives and metrics; Boosting the contact center´s value; Improving individual performance. LEADERSHIP IN THE NEW ERA OF CUSTOMER EXPERIENCE. Enabling technologies, new possibilities; Building a customer-focused organization; Traits of the best-managed contact centers.
9780985461133
117 000190
ADMINISTRACIÓN DE EMPRESAS
CONTACT CENTER
427.02 / C635
Contact center management on fast forward : succeeding in the new era of customer experience / Brad Cleveland - 4a. ed. - Colorado Spring : ICMI, 2019 - xvii, 494 p. : gráficos ; 23 cm.
Incluye acrónimos y abreviaciones pág. 453
Incluye glosario pág. 455
Incluye índice pág. 483
THE NEW ERA OF CUSTOMER EXPERIENCE. New role, strategic opportunities; The blueprint-your customer Access strategy; Three driving forces in contact centers. RESOURCE PLANNING. Acquiring necessary data; Forecasting customer workload; Determining base staff and system resources. UNDERSTANDING CONTACT CENTER DYNAMICS. How contact centers behave; Communicating requirements to senior management; Real-time management. ELEVATING QUALITY AND PERFOMANCE. Establishing the right objectives and metrics; Boosting the contact center´s value; Improving individual performance. LEADERSHIP IN THE NEW ERA OF CUSTOMER EXPERIENCE. Enabling technologies, new possibilities; Building a customer-focused organization; Traits of the best-managed contact centers.
9780985461133
117 000190
ADMINISTRACIÓN DE EMPRESAS
CONTACT CENTER
427.02 / C635