It is a practical guide to building a service infrastructure that will simultaneously exceed your customers expectations, and build revenues. This book is packed with step-by-step implementation plans for making the transformation from a reactive cost center to a proactive revenue generator. This book will help you to : Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. Build profitable relationships with sales and marketing. Reduce costs by strengthening your self-service applications to improve their efficiency and to reduce dependence on service representatives. Hire, train and motivate staff to keep your contact center at the top of its game. Make smart, ethical decisions regarding offshore outsourcing.

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