Contact Center Excellence: Getting to World Class

By Brian J. Flagg and Mr Brian J Flagg

Excellence is about strategy driving quality and measurements, the importance of managing variability, how to incorporate TQM into the contact center, measuring the maturity of the contact center and the corresponding value, how to hire the right staff and then how to ensure they are engaged. Contact Center Excellence will help you drive your contact center to a world class level.Contact center leadership, whether at the level of supervisor or senior manager, will gain valuable insights into achieving contact center excellence.

• Format: Paperback
• Language: English
• ISBN: 1477497153
• ISBN13: 9781477497159
• Release Date: September 2012
• Publisher: Createspace Independent Pub
• Length: 88 Pages
• Weight: 0.28 lbs.
• Dimensions: 9.0" x 0.2" x 6.0"