The Customer Care and Contact Center Handbook

Garry Schultz

PDF  288 Pages    2003
List $10.00
Member $10.00
Bulk Purchases
Request Information
Looking to purchase for a course or large group?
  I agree to all e-Book terms and conditions.
On Sale
NOTE: You cannot print or share electronic books. The file contains a digital watermark to protect the copyright. E-Book purchases are non-refundable.

´╗┐Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital.

The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center.


Average Customer Rating:image (5 of 5 based on 2 reviews)

"Brilliant. Comprehensive and actionable."

  • A reader in Alberta, Canada
  • "A fine read. Many great ideas that can be used right away."

  • A reader in New York City

  • Customer Reviews:     Please log in or register to comment.    FAQ


    (0) Customer Reviews

    Featured advertisers

    ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.