The Customer Response Management Handbook

Building, Rebuilding and Improving your results

Darlene D. Richard

546 pages, parution le 12/03/2002

Ajouter à une liste

Indisponible

Résumé

The Customer Response management Handbook is your one-stop reference for building, rebuilding and improving all non face-to-face methods of communication management. By focusing especially on telephony-based media (phone, fax, email, e-commerce, wireless communiactions, VOIP, etc.), Darlene Richard presents a provocative selection of ideas to help you think through the 'whys' of successful customer response management and demonstrates that this success will never rest only on the associated technology but also on the associated people.

Contents

Forewords
Preface
Acknowledgments

Part One : Telemanaging

Introduction
What's so different/what's the same about phone-based operations ?
Measurement-benchmarking
CRM is True Integration
Customer service-when all you've ever tried just isn't enough !
Inside versus field sales-war or peace ?
The culture of your organisation

Part Two : Practicalities of the customer response centre

Locating the customer response centre
Secrets of great customer response centre environments
Basic support processes
Technology and telephony-how much is enough ?

Part Three : Your key differentiator-finding and keeping good people

Before we begin
Finding good people
Keeping good people

Part Four : Other issues in the customer response centre

Getting the most from your consultancy alliances
Guidelines for outsourcing
Stress and creative ways to cope/survive
Balance during upheaval and change
Time management and meeting wisdom
Writing and testing scripts
Special staff challenge-burnout
Will the Net kill the phone ?
What to put in your 'Book of Centre Knowledge'
Looking forward

Part Five : References and useful information

Index

Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Darlene D. Richard
Parution	12/03/2002
Nb. de pages	546
Format	17,8 x 24
Couverture	Broché
Poids	974g
Intérieur	Noir et Blanc
EAN13	9780074709788