Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers

This book is based on the premise that life for call center and help desk managers has become far more complex than just an ACD-equipment decision. Phone calls from customers are not just "events," but are significant milestones in customer relationships. They include correspondence by mail, by fax, by e-mail, by Internet and "touching" by interactive voice response and computer telephony links. The author has over 20 years intimate experience with call centers. This book also has a 74-page sample Request for Proposal to buy an ACD - automatic call distributor, the central piece of technology in any call center. If you hired a consultant, this RFP would cost you a minimum of $20,000.