Call Center Customer Relationship Management Handbook and Study Guide

Released on by Brad Cleveland
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  • Call Center Customer Relationship Management Handbook and Study Guide Book Detail

  • Author : Brad Cleveland
  • Release Date : 2003-02-01
  • Publisher : ICMI Press (International Customer Management Institute)
  • Genre : Call centers
  • Pages : 336
  • ISBN 13 : 9780970950765
  • File Size : 70,70 MB
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Call Center Customer Relationship Management Handbook and Study Guide by Brad Cleveland PDF Summary

Book Description: 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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