Gower Handbook of Call and Contact Centre Management

Business Hardbacks - Sales, Marketing and Customer Service A Contact Centre is fundamentally all about customers. The people, processes and technologies employed are all there to create powerful and memorable moments of truth - moments that make a difference between losing a customer and winning customers' hearts and minds. The role of the Contact Centre Manager is to really understand how to make this happen and through combining inspired people with intelligent tools and technologies, positively impact the bottom line performance of an organisation. In compiling a book like this the difficulty has been in knowing where to stop. There are so many more topics that I would have loved to include or existing topics that perhaps should be covered in more detail or even some that you feel they should have been reduced! Overall we have endeavoured to get the mix right for Contact Centre Managers. If you manage one of the following, this book is for you: Telephone Sales; Telephone Marketing; Telephone Account Management; Appartment Setting; Customer Service; Sales; Credit Control; Helpdesk; Outsourcing Agency; Shared Services