Overview This book is intended for customer service professionals, and business and quality assurance managers. The book shows how to manage customer service in a fast-changing, highly technical environment. Combining basic business principles and state-of-the-art management concepts with a solid, in-depth grasp of the customer service industry, it describes all you need to know to monitor, manage and improve your customer service. Through numerous examples of world-class companies, you will learn how to design a performance measurement system that fits your special needs, and how to support your management decisions with accurate data. At every point this book offers specific recommendations, real-world examples and industry standards that can be immediately applied to your business. What Reviewers Have Said: "Drs. Anton and Hoeck have clearly presented the economies and the methodologies of channel integration in the customer contact center. Real world examples and analysis provide a solid understanding of the best practices initiatives and performance targets that bring balance to service effectiveness and efficiency. The book is sure to become a frequently used reference work on the bookshelf of Customer Service Executives and Managers in all industries." -- David L. Baker, Managing Partner, Lynch, Young and Company "In the dynamic field of customer relationship management, the company that fails to plan, review and constantly modify its systems and processed will certainly be left behind. This book offers industry leaders - and those who wish to become industry leaders- an excellent resource for understanding best practices and effectively enhancing their e-CRM in a fiscally responsible and progressive manner. A 'must read' for senior executives." -- Jim Koontz, Certified Call Center Auditor Principal, HR Management Consulting "I was thrilled to finally see a professional book dedicated to customer service in our exciting new e-business world. This unique book serves as a roadmap for all of us to design, implement, measure, and manage our e-CRM initiatives. I strongly recommend this book to all customer service professionals." -- Anita Rockwell, The Rockwell Group, LLC "Customers today are demanding new access channels, but also expect integration of service across all of their interactions. This book provides a logical, thorough guide to help companies reach the right place for successful e-business customer service. The topic is complex, but enormously important to most companies today, and the authors have collected a great deal of useful information and learning in one volume. this is a book to read more than once." -- G. Paul Kowal, President, Kowal Associates, Inc. Table of Contents
List of Tables Table 1: How a Well-Designed Customer Contact Center Garners Loyalty Table 2: Customer Service Strategy Matrix Table 3: Customer Service Process Matrix Table 4: Ranking of Efficiency Measures to Improve Throughput Table 5: Bottleneck Analysis of Loan Application Process Table 6: WIP Inventory of Customer Service Processes Table 7: Information Needs Throughout the Service Delivery Process List of Figures Figure 1: Diagram of a Typical Customer Contact Center Figure 2: Market Transactions Phases and Customer Service Figure 3: Transactions Supported by Customer Service Figure 4: Impact of Service Improvements (Andersen Consulting, 1999) Figure 5: Usage and Satisfaction Index of IVR Usage in Different Industries Figure 6: Technology Implementation in Customer Service Figure 7: Growth of Interaction Channels (Forrester Research, 1999) Figure 8: Efficiency and Effectiveness - from V to X? Figure 9: Cost Structure of Customer Service Figure 10: Call Center Performance Metrics Across All Industries Figure 11: Costs of the Information and Control System Figure 12: Buffer System of Customer Service Figure 13: Impact of Sustaining and Disruptive Technological Change Figure 14: Balanced Scorecard Approach to Customer Service Figure 15: Line of Visibility and Experience Figure 16: Efficiency versus Effectiveness by Industry Figure 17: Cycle of Performance Measurement Figure 18: Dimensions of Customer Service Quality Figure 19: Information Available to TSRs Figure 20: The Magic Simplex Figure 21: Relationship Between Service Quality and Customer Loyalty Figure 22: Customer Expectations Inflation Cycle Figure 23: A Value Chain of Customer Service Figure 24: Expense Categories of Customer Service Figure 25: Capacity Reductions Make Problems Visible Figure 26: Waste Elimination and Variability Reduction Figure 27: Customer Interaction Bottlenecks Figure 28: Fundamental Relationships of Customer Service Excellence Figure 29: Effects of / Causes for Employee Retention and Effectiveness in the Information Phase Figure 30: Effects of / Causes for Bottleneck Elevation in the Information Phase Figure 31: Effects of / Causes for Employee Retention and Effectiveness in the Fulfillment Phase Figure 32: Effects of / Causes for Bottleneck Elevation in the Fulfillment Phase Figure 33: Effects of / Causes for Employee Retention and Effectiveness in the Fulfillment Phase Figure 34: Effects of / Causes for Bottleneck Elevation in the After-Sales Phase Figure 35: Optimal Degree of Service Personalization Figure 36: Long-term Sales and Cost Impact Matrix Figure 37: Long-term Sales and Costs Impact Matrix Figure 38: Touchpoint Preferences Figure 39: Evolution of Core Services Figure 40: Core Service Quality Across Multiple Interaction Channels Figure 41: Line of Visibility and Experience for Different Interaction Channels Figure 42: Evolution of Web Self-service Capabilities Figure 43: Development of Self-service Devices Figure 44: Key Performance Indicators of Online Sales Figure 45: Peer Group Performance Matrix Figure 46: Inbound Performance Comparisons Figure 47: Peer Group Ranking Report Figure 48: Gap vs. Solution Optimizer |
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