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Unformatted text preview: Management Technology: Building the Infrastructure for Customer Collaboration
From our research on the American consumer, it has become very clear that potentially the best customer service
strategy is “to offer every possible channel for the customer to help themselves, i.e., self-service.” Customer
actuated service is mostly driven by technology, and the “art” of self-service is to ensure that the technology is
intuitive, easy to use, and that the customer is rewarded for “having done the job themselves.” This book delves into
all the technology solutions that enable self-service. The reader will find a robust description of the technology
alternatives, and many examples of how self-service is saving companies money, while at the same time satisfying
By Dr. Jon Anton and Bob Vilsoet Price: $39.99
Customer Service and the Human Experience: We, the People, Make the Difference
One of the leading challenges for today’s managers is the training and motivating of excellent agents. While much
attention has been focused on the technology and benefits of providing multiple channels for customer contact, little
attention has been paid to handling the human part of the equation—training CSRs to field more than just telephone
communications. Great statistics and benchmarking help the customer service/call center professional keep ahead
of the ever-changing business environment as the authors successfully blend the critical human aspect of the
center with the ever growing need for metrics and the bottom line.
By Dr. Rosanne D’Ausilio and Dr. Jon Anton Price: $34.95
Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your
By consistently delivering information about products, services and information to customer service agents, based
on their individual skill levels—at the right time in the right way, organizations are also delivering a consistent, clear
understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the
customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver
incredible returns beyond customer loyalty. That is what this book is all about.
By Matt McConnell and Dr. Jon Anton Price: $15.95
e-Business Customer Service: The Need for Quality Assessment
With the advent of e-business technology, we suddenly find ourselves with completely different customer service
channels. The old paradigms are gone forever. This books details how to measure and manage e-business
customer service. The book describes the key performance indicators for these new channels, and it describes how
to manage by these new rules of engagement with specific metrics. Managing customer service in this “new age” is
different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
By Dr. Jon Anton and Michael Hoeck Price: $44.00
Enabling IVR Self-Service with Speech Recognition
Everyone is talking ab...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University.
- Fall '08