Bookshelf:CRM and call center
CRM and call center
Call center and customer service books
SearchCRM.com's bookshelf provides sample chapters from books on call centers, call center management, call center analytics, performance audits and more. Download book excerpts from expert authors from the CRM community and use their advice and tips to better manage your call center and provide better customer service.
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Employee-driven customer service success
Chapter Download - According to customer experience expert Lior Arussy, many businesses today fail to provide their employees with the ability to achieve customer service success. In this chapter, Arussy discusses the downside of an overly controlling management style and...
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Tip: Offer help desks to build customer loyalty
Tutorial - In this customer loyalty tip you'll find out how help desks are different from call centers and what skills help desk agents must have. Learn how help desk technologies can be used effectively to build customer loyalty.
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Customer service excellence: Six tips in six minutes
Tutorial - This tip series can get you on the path to company-wide customer service excellence. Each tip explores one component of a thorough customer service strategy, including using customer intelligence, company employees, leadership and organizational...