Publisher's Synopsis
"Your call is important to us." How many times have you heard this phrase while on hold and listening to tinny music? Is it a cliché or a promise companies try to keep for their customers? This book explains how companies use the technology smartly to keep the promise of making every customer call, message, email or other form of contact important to them. It distills years of the author's experience in a way that is easy to understand for anyone. The topics covered include: -how call centers evolved into contact centers; -how the workforce is managed and optimized;-how the customer experience is measured and controlled;-how digital customer care is taking over; and-how messaging, AI, biometrics, and other technologies shape today's customer care. The book consists of 7 chapters literally meaning the book can be finished in a week's time (or in 7 cups of coffee). There is a small self-assessment test at the end of each chapter to check if the key concepts are understood well.Boris Najafov is a contact center solutions consultant at IST Networks, an international customer experience systems integrator. Boris and his team have designed dozens of successful contact center systems serving millions of customers every day.
