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.
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.