Designed to provide new professional callcenter managers with a methodology for managing their callcenter in an easily understood, step by step manner.
This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.'
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO's on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor's Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.
This book discusses such call-center topics as e-commerce, ER in the call center, and managing workplace conflict and technical support staff. The fourth edition is expanded and includes the training imperative, self-service, and first call resolution. It also has updated statistics and expanded references.
Competitive forces in business such as speed, productivity, and innovation reduce all products and services to commodities over time, creating adverse consequences. Businesses are driven to reduce margins and lower profits while engaging in price competition. Crafting Customer Value demonstrates how companies can avoid commoditization by ......
Written by authorities on the call center industry, Cases in Call Center Management bringsto light the strategic importance of call centers in today's business world.While large corporations have explicit call centers, due tochanging attitudes toward customer service, small organizations also have call centers, evenif they do not designate a part ......
The Customer Call Center Outback has been written to provide some basic support for this critical role. A ""workbook"" format has been designed to make it an easy to use as a reference tool for these leaders we call supervisors. The goal is to offer suggestions on how to solve the most frequently encountered problems for this critical group of ......
This work shows how companies can avoid commoditization by delivering superior customer value. It provides an account of what a company must do and how to go about doing it in each critical area. It utilizes numerous vignettes and mini-cases drawn from several large and medium-sized companies to illustrate its points and shows the application of ......
Who better to know what is "the best" than the man who made Neiman Marcus synonymous with excellence for more than fifty years? The sequel to Minding the Store, Quest for the Best outlines Marcus' philosophy of what constitutes the best in goods and services and how to receive it. Marcus describes how increased labor costs and the disappearance of ......
