New Methods of Competing in the Global Marketplace: Critical Success Factors from Service and Manufacturing
The Call Center Dictionary: The Complete Guide to Call Center and Customer Support Technology Solutions
A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction
Richard E. Crandall, William R. Crandall
April 15, 2008
For well over a century, manufacturing has dictated the developmental growth of management in business, mainly in achieving lower costs and higher quality. The strength of the economy, however, continues to move quickly toward the service sector, bringing with it a number of innovative management...
L. Marie Parkinson, Michael G. Parkinson
October 31, 2007
This supplemental text on PR law is intended to be used with other mass communication textbooks. It is intended for the mass communication law course, which is a mainstay in all accredited programs in mass communication, journalism, broadcasting, telecommunications, public relations, mass...
November 20, 2003
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im...
Donald F. Blumberg
December 23, 2002
As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer...
Duane E. Sharp
July 19, 2002
The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business process of using sophisticated tools and analytical processes for managing each customer on an...
February 05, 2002
In today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. To thrive in today's customer-driven economy a company need...
January 04, 2002
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t...
January 03, 2002
Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,...
January 02, 2002
Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording...
Philip Max Kay
February 15, 2001
For anyone ready to launch a successful career in sales for telecom equipment, services and technologies, or for veterans ready to break through to a higher level, this book provides a practical eight-step program for successful selling. The rapidly chang...
M. Larry Shillito
September 25, 2000
Do you want a better understanding of who your customers are? Do you want to learn how to acquire the customer voice? The next decade will be the decade of the customer. Meeting their wants, needs, and desires better than anyone else will be paramount to your organization's success. Acquiring,...
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