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Book Cover
Book
Author Richard, Darlene D.

Title The customer response management handbook : building, rebuilding and improving your results / Darlene D. Richard
Published Sydney : McGraw-Hill Australia, [2002 [that is, 2001]
©2002 [that is

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Location Call no. Vol. Availability
 MELB  658.812 Ric/Crm  TEMPORARILY UNAVAILABLE
Description xiv, 546 pages : illustrations ; 24 cm
regular print
Contents Pt. 1. Telemanaging -- Ch. 1. Introduction -- Ch. 2. What's so different/what's the same about phone-based operations? -- Ch. 3. Measurement - benchmarking -- Ch. 4. CRM (customer relationship management) is True Integration -- Ch. 5. Customer service - when all you've ever tried just isn't enough! -- Ch. 6. Inside versus field sales - war or peace? -- Ch. 7. The culture of your organisation -- Pt. 2. Practicalities of the customer response centre -- Ch. 8. Locating the customer response centre -- Ch. 9. Secrets of great customer response centre environments -- Ch. 10. Basic support processes -- Ch. 11. Technology and telephony - how much is enough? -- Pt. 3. Your key differentiator - finding and keeping good people -- Ch. 12. Before we begin -- Ch. 13. Finding good people -- Ch. 14. Keeping good people -- Pt. 4. Other issues in the customer response centre -- Ch. 15. Getting the most from your consultancy alliances -- Ch. 16. Guidelines for outsourcing -- Ch. 17. Stress and creative ways to cope/survive -- Ch. 18. Balance during upheaval and change -- Ch. 19. Time management and meeting wisdom -- Ch. 20. Writing and testing scripts -- Ch. 21. Special staff challenge - burnout -- Ch. 22. Will the Net kill the phone? -- Ch. 23. What to put in your 'Book of Centre Knowledge' -- Ch. 24. Looking forward -- Pt. 5. References and useful information
Summary Offers a readable, step-by-step Australian guide to managing a modern customer response centre. Call centres are a growth industry and there is a strong demand for a comprehensive, sound, up-to-date reference outlining the basics of successful call centre management
Analysis Customer Service (Australia )
Notes Includes index
Bibliography Bibliography: pages 519-527
Subject Call centers -- Australia -- Management.
Customer services -- Australia -- Management.
LC no. 00002301
ISBN 007470978X :