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| Forewords | ||
| Preface | ||
| Acknowledgments | ||
| Pt. 1 | Telemanaging | 1 |
| Ch. 1 | Introduction | 3 |
| Ch. 2 | What's so different/what's the same about phone-based operations? | 19 |
| Ch. 3 | Measurement - benchmarking | 37 |
| Ch. 4 | CRM (customer relationship management) is True Integration | 67 |
| Ch. 5 | Customer service - when all you've ever tried just isn't enough! | 102 |
| Ch. 6 | Inside versus field sales - war or peace? | 119 |
| Ch. 7 | The culture of your organisation | 134 |
| Pt. 2 | Practicalities of the customer response centre | 149 |
| Ch. 8 | Locating the customer response centre | 151 |
| Ch. 9 | Secrets of great customer response centre environments | 169 |
| Ch. 10 | Basic support processes | 191 |
| Ch. 11 | Technology and telephony - how much is enough? | 213 |
| Pt. 3 | Your key differentiator - finding and keeping good people | 283 |
| Ch. 12 | Before we begin | 285 |
| Ch. 13 | Finding good people | 314 |
| Ch. 14 | Keeping good people | 352 |
| Pt. 4 | Other issues in the customer response centre | 395 |
| Ch. 15 | Getting the most from your consultancy alliances | 397 |
| Ch. 16 | Guidelines for outsourcing | 406 |
| Ch. 17 | Stress and creative ways to cope/survive | 417 |
| Ch. 18 | Balance during upheaval and change | 433 |
| Ch. 19 | Time management and meeting wisdom | 435 |
| Ch. 20 | Writing and testing scripts | 442 |
| Ch. 21 | Special staff challenge - burnout | 468 |
| Ch. 22 | Will the Net kill the phone? | 481 |
| Ch. 23 | What to put in your 'Book of Centre Knowledge' | 493 |
| Ch. 24 | Looking forward | 499 |
| Pt. 5 | References and useful information | 511 |
| Index | 541 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
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Add The Customer Response Management Handbook : Building, Rebuilding and Improving Your Results, The Customer Response Management Handbook is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless , The Customer Response Management Handbook : Building, Rebuilding and Improving Your Results to the inventory that you are selling on WonderClubX
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Add The Customer Response Management Handbook : Building, Rebuilding and Improving Your Results, The Customer Response Management Handbook is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless , The Customer Response Management Handbook : Building, Rebuilding and Improving Your Results to your collection on WonderClub |