Cases in Call Center Management: Great Ideas That Work - Couverture souple

Ruyter, Ko De; Feinberg, Richard; Bennington, Lynne

Couverture souple

ISBN 10 : 1557533423 ISBN 13 : 9781557533425

Editeur : Purdue University Press, 2004

Synopsis

Written by authorities on the call center industry, Cases in Call Center Management bringsto light the strategic importance of call centers in today's business world.While large corporations have explicit call centers, due tochanging attitudes toward customer service, small organizations also have call centers, evenif they do not designate a part of the organization as a call center. Asinteractions with customers move away from person-to-person relationships to otherinteractive media options, the call center is emerging from the shadows tobecome a vital force for corporate marketing and communication.

Cases in Call CenterManagement covers the gamut of topics by examining real call centers inaction and how managements at those centers have dealt with key call centerissues including: "Human Resource Management," "OperationalManagement," "Strategic Management, " and "Technology Issues." Amongthe organizations covered are Accor, Charles Schwab, General Electric, HewlettPackard, Mercedes Benz, Thomson Consumer, Unisys, and Yellow Pages Direct. Thebook is rounded out with a section on resources that will provide hundreds ofideas to accentuate your current call center. Both a practical guide and anexhaustive reference, Cases in CallCenter Management is an investment in the future success of your customerservice operations.

A propos du livre

À propos de l?auteur

Ko de Ruyter holds degrees in linguistics and political science from the Free University (Amsterdam) and the University of Amsterdam. He has published five books and over 130 articles. Richard Feinberg, Ph.D. is a member of the American Collegiate Retailing Association, Association for Consumer Research, and the Society for Consumer Psychology. Feinberg formerly served as the director of Purdue University's Center for Customer-Driven Quality. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars. Lynne Bennington has a M.B.A and a doctorate in psychology. In addition to her academic activities, she has had more than twenty years of management activity in the private and public sectors. Bennington has published over fifty journal articles, book chapters, and conference papers.

Détails de l'édition

• Éditeur: Purdue University Press
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 1557533423
• ISBN 13: 9781557533425
• Reliure: Broché
• Nombre de pages: 356
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible