January 11, 1999
Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle...
January 06, 1999
It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center...
January 11, 1998
This book will help telephone professionals to: - Reduce on-the-job telephone stress - Enhance telephone communications skills - Build stronger customer relationships over the telephone - Learn practical, common sense telephone strategies that really work ;...
Aleksander Szlam, Ken Thatcher
January 03, 1996
Who should read this book? This is a must read if you're a newcomer to predictive dialers and responsible for analyzing, recommending and deploying inbound and outbound call center solutions; or, if you're in the midst of implementing a predictive dialer,...
September 17, 1993
Considers cost and optimization problems from the manufacturer's and the buyer's points of view. The work discusses a variety of warranty policies and the mathematical models for the analysis of related engineering and management issues. All standard consumer product warranties are covered....
June 23, 1987
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