Contact center management on fast forward : succeeding in the new era of customer experience / Brad Cleveland
Por: Cleveland, Brad.
Editor: Colorado Spring : ICMI, 2019Edición: 4a. ed.Descripción: xvii, 494 p. : gráficos ; 23 cm.ISBN: 9780985461133.Tema(s): ADMINISTRACIÓN DE EMPRESAS | CONTACT CENTERClasificación CDD: 427.02 Resumen: 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.Tipo de ítem | Ubicación actual | Signatura | Copia número | Estado | Fecha de vencimiento | Código de barras | Reserva de ejemplares |
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Libros | Biblioteca Central SM Col. en otros idiomas | 427.02 C635 (Ver Items Similares) | Ej. 1 | Disponible | 47419 | ||
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425.7284 H467 Learning english through one, two and there word / | 425.7284 H467 Learning english through one, two and there word / | 425.7284 H467 Learning english through one, two and there word / | 427.02 C635 Contact center management on fast forward : | 427.02 C635 Contact center management on fast forward : | 427.02 C635 Contact center management on fast forward : | 427.02 D546 American big picture C1 advanced split edition b student´s book/workbook / |
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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.
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