Cases in Call Center Management: Great Ideas (Th)at Work

Cases in Call Center Management: Great Ideas (Th)at Work (Paperback)

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Cases in Call Center Management: Great Ideas (Th)at Work
Purdue University Press
8.50" x 11.00"

Book Description

Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:"Human Resource Management"Operational Management"Strategic Management"Technology IssuesAmong the organizations covered are: Accor o Charles Schwab o General Electric o Hewlett Packard o Mercedes Benz o Thomson Consumer o Unisys o Yellow Pages DirectThe book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center.Both a practical guide and an exhaustive reference, Cases in Call Center Management is an investment in the future success of your customer service operations.

About the Author(s):

Richard Feinberg, Ph.D. is a consumer psychologist and professor in the Department of Consumer Sciences and Retailing and the director of the Center for Customer-Driven Quality at Purdue University. He is a member of the American Collegiate Retailing Association, Association for Consumer Research, and the Society for Consumer Psychology. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars.

Ko de Ruyter is professor of marketing and marketing research at Maastricht University. He holds degrees in linguistics and political science from the Free University (Amsterdam) and the University of Amsterdam. He has published five books and over 130 articles.