Navigating the Customer Contact Center in the 21st Century

By William Durr

Supervisors and managers who are responsible for the creation and successful operation of modern customer contact centers must understand and react to the remarkable changes that are transforming call... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0929870573
• ISBN13: 9780929870571
• Release Date: January 2001
• Publisher: Advanstar Marketing Services
• Length: 175 Pages
• Weight: 0.80 lbs.
• Dimensions: 9.0" x 0.5" x 6.0"

Customer Reviews

Must have Guide for Contact Centers

I have read many Contact Center management books but this was the only one that really puts it all together in a concise easy to read manner that is easy to implement. I think it should be mandatory reading for every Contact Center manager and supervisor. The only drawback is the lack of further references.