Contact Center Management : From Complaint Department to Value Center. Cet article n’est pas disponible.Contact Center Management : From Complaint Department to Value Center

How do contact centers create value for both the company and the customer?
Do social media mean the end of the contact center as we know it?
How can contact centers improve their all too often negative image?

In Belgium some 100,000 people work in contact centers. Their importance for sales, marketing and customer service cannot be ignored. Even so, the cliché still exists that most customers do not like what they see as the 'impersonal' nature of the majority of contact centers. But does this stereotypical image really reflect reality?

Contact Center Management challenges the self-pitying 'Calimero' reflex that is so typical of the sector. Leaving meaningless theory and politically correct slogans aside, the book shows how you can create real value with a contact center, both for your customers and for your own business.

Jan Smets is Director Customer Care at Belgian mail organisation bpost and manager of the organisation's three contact centres. Before that, he was at the head of the customer service department at Belgacom, which makes up one of the largest contact centre organisations in Belgium. He is a highly sought-after speaker and lecturer.