This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer ...
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This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and technologies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide's final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.
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Add this copy of Call Center Customer Relationship Management Handbook to cart. $33.37, good condition, Sold by Seagull Bookshop rated 5.0 out of 5 stars, ships from Hove, EAST SUSSEX, UNITED KINGDOM, published 2003 by ICMI Press (International Customer Management.
Edition:
2003, ICMI Press (International Customer Management Institute)
Add this copy of Call Center Customer Relationship Management Handbook to cart. $54.31, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Newport Coast, CA, UNITED STATES, published 2003 by ICMI Press (International Cust.
Edition:
2003, ICMI Press (International Customer Management Institute)
