Contact Center Management

Jan Smets

ISBN 10: 9401454108 / ISBN 13: 9789401454100

Verlag: Lannoo Publishers, BE, 2019

Call centres are no longer the ugly duckling in your company. How do contact centres create value to company and client? Has social media killed our contact centres? How do we throw off the negative aura surrounding contact centres? Judging by the amount of employees in the contact centres of today's companies, one cannot simply overlook their importance to sales, marketing and customer service. Yet somehow still the cliché lives on that customers don't like these out-of-touch, impersonal contact centres. But how do these clichés stand up to the test of reality?Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client. Bestandsnummer des Verkäufers LU-9789401454100

Inhaltsangabe:

Call centers, niet langer het lelijke eendje van het bedrijf

Über die Autorin bzw. den Autor: Jan Smets is Director Customer Care at Belgian mail organisation bpost and manager of the organisation's three contact centres. Before that, he was at the head of the customer service department at Belgacom, which makes up one of the largest contact centre organisations in Belgium. He is a highly sought-after speaker and lecturer.

Bibliografische Details

Titel: Contact Center Management
Verlag: Lannoo Publishers, BE
Erscheinungsdatum: 2019
Einband: Paperback
Zustand: New