Conducting a Contact Center Assessment

Cusack, Michael

ISBN 10: 1481865277 / ISBN 13: 9781481865272

Verlag: CreateSpace Independent Publishing Platform, 2013

A bright, square, and overall a nice copy. Bestandsnummer des Verkäufers WAL-S-1d-01777

Inhaltsangabe:

How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance.“Discovery” explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. “Efficiency” considers aspects of Operations, Workforce Management and Process Management. “Effectiveness” deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. “Capability” delves into Human Resources and Information Technology. “Differentiation” looks at the elements that separate the contact centre from competitors. “Assessment Outputs” explains how to analyse and present the data gathered during the assessment.

Über die Autorin bzw. den Autor: Michael Cusack is a consultant who specializes in evaluating call center operations and implementing best practice principles in the areas of process improvement, systems design, and content management. His client list includes companies such as General Electric, Novo Nordisk, CitiBank, Kemper Insurance, Yellow Freight System, The University of Pennsylvania, and AT&T. Cusack's background includes several years in the telecommunications industry, principally as a management consultant with the Bell Laboratories Customer Care Group. He was also employed as a human factors engineer with the AT&T Artificial Intelligence/Knowledge Systems Unit, and has been involved in the planning and reengineering of call centers for more than a decade. He is an experienced communicator, and has presented customer care strategies to decision-makers from several multinational corporations, as well as initiating educational forums on worldwide customer care involving representatives from countries such as Holland and Ireland. Cusack has lived and worked in six countries. He received his Master of Arts in Corporate and Organizational Communication from Fairleigh-Dickinson University in the United States. He can be contacted via cusack@att.net. Cusack is also the author of “Online Customer Care” from the American Society for Quality (ASQ) and several articles on customer service implementation. He presented the keynote address at the Contact Centre World Conference in Singapore.

Bibliografische Details

Titel: Conducting a Contact Center Assessment
Verlag: CreateSpace Independent Publishing Platform
Erscheinungsdatum: 2013
Einband: Softcover
Zustand: Very Good