e-Business Customer Service, by Dr. Jon Anton, Dr. Micheal Hoeck softcover, 169 pages, $44.00

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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

  1. Overview and Introduction
  2. The Customer Service Challenge
    • Assessing the Value of Customer Service
    • Consequences of e-Business Technology
  3. e-Business Integration Based on Economic Principles
    • Economic Principle
    • Economies of Scope
    • Economies of Scale
    • Experience Curve
    • Economic Speed of e-Technology Integration
    • Innovator's Dilemma
  4. Effectiveness and Efficiency in Customer Service
    • Budget Constraints
    • Seven Basic Rules of a Performance Measurement System
    • Strategic Thinking, Operational Implementation
    • Effectiveness Measures
    • Customer Service Quality
    • The Magic Simplex
    • Expectation Inflation Cycle
    • Potential, Process, Outcome
    • Sustainable Effectiveness Chain
    • Efficiency Measures
    • Real Cost Drivers
    • Customer Interaction Bottlenecks
  5. e-Business Integration and Multi-Channel Management in Customer Service
    • Evaluation of Service Delivery Options
    • Effective Service Delivery Options - In Search of Sales Opportunities
    • Efficient Service Delivery Options - In Search of Cost Reductions
    • A Dynamic and Integrated View
    • Channel Harmonization: Unification and Value-Added Services
    • Performance Measurement of Multiple Interaction Channels
    • E-Mail/Fax Channel
    • Web/Self-Service/Kiosk Channel
  6. Summary and Outlook
  7. A Case Study in Benchmarking Customer Contact Centers
    • Definition of Case Study Terminology

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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