Desk & Support Center
To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large-all of which adds up to substantial bottom-line improvement.
The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you:
The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for all the crucial players in your contact environment. The Real-Time Contact Center also analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure that your people are well positioned to deliver extraordinary service with every interaction.
Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry.
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The Resource Center for Customer Service
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Last modified January 9, 2012