Succeeding in the New Era of Customer Experience
(4th Edition)
Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world. Now, this fourth edition is updated new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!
We are seeing a major and fundamental change in how services are delivered. For the first time, developments on the customers’ side of the equation — the rise of smartphones, social media, broadband and mobility — are the most significant factors driving expectations and new services. Given what is happening, it’s likely that we’ll see more change in the next five years than we’ve seen in the past two decades. Organizations have the opportunity to either harness and leverage the trends, or get tumbled by them.
ICMI’s Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more!
A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager’s pocket, yet it’s packed with industry acronyms and concise definitions of more than 500 call center industry terms. 148 pages.
