Online Customer Care: Applying Today's Technology to Achieve World-Class Customer Interaction
A timely and desirable resource for any organization attempting to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in customer care. The author explains how process-driven system design, user interaction, content provisioning, and data gathering can help your organization achieve best in class customer care.\ Organizations looking for cost-effective ways to service their customer using integrated online...
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A timely and desirable resource for any organization attempting to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in the customer service arena. Cusack explains how process-driven system design, user interaction, knowledge management, and data gathering can help your organization achieve world-class customer interaction. Organizations looking for cost-effective ways to service their customers using integrated online solutions will gain much insight from this one-stop, complete resource. A high degree of detail is provided by the author, giving you substantial guidance when reengineering a call center. Also included are numerous case-in-point examples and flow charts which provide additional insights and ease in understanding. Judith Millsaps I can unequivocally recommend this book to anyone designing or improving customer care processes, as it provides a straightforward, comprehensive review of relevant customer care topics. -Judith Millsaps, Senior Vice-President, GE Capital Transport International Pool
List of FiguresList of TablesPrefaceCh. 1Introduction1Ch. 2Fundamentals13Ch. 3Media37Ch. 4Business Drivers47Ch. 5A Case Study57Ch. 6Process Considerations71Ch. 7Systems Design and Development99Ch. 8Information Retrieval Systems125Ch. 9Content Provisioning153Ch. 10Electronic Mail181Ch. 11The World Wide Web209Ch. 12High Technology at the Call Center223Ch. 13Market Intelligence237Glossary253Bibliography257Index259
\ Judith MillsapsI can unequivocally recommend this book to anyone designing or improving customer care processes, as it provides a straightforward, comprehensive review of relevant customer care topics. -Judith Millsaps, Senior Vice-President, GE Capital Transport International Pool\ \ \ \ \ Margaret MolloyThis inspiring book is a must read for every employee in any enterprise that truly strives to harness customer care as a competitive differentiator. -Margaret Molloy, Vice President, Marketing, Telecom Ireland\ \ \ Michael R. TobinIn the rapidly changing global market where the customer is king, our multinational clients are demanding proven implementation strategies for thier call and contact centers. The leading organizations can quantify this impact to the bottom line. Cusack provides all this using the latest technologies with a hands-on appraoch that includes case studies, workbook type examples, and detailed process flows. This is a must read for anyone who is getting ready to implement or re-design their customer interaction systems and processes.\ \ \ \ \ Rohit RamaswamyCusack's book is a timely and detailed introduction to the world of emerging technologies in customer care, and will be a valuable resource to any organization attempting to set up world-class customer care operations today. -Rohit Ramaswamy, Ph.D., President, Service Design Solutions. Author Design and Management of Service Processes, Addison-Wesley\ \ \ \ \ William F. FosterThis book treats the complex world of online customer service. It represents an analysis of the many approaches that are available to achieve a customer care system that provides customer satisfaction through effective and timely advice or instruction.\ \ \ \ \ BooknewsExamines how traditional voice-to-voice communications coupled with alternative media<-->particularly electronic mail, the World Wide Web, and interactive voice response<-->can be used to facilitate world- class customer service. Topics include business drivers (customer satisfaction, cost reduction, and market intelligence); systems design and development; information retrieval systems; and content provisioning. A hypothetical scenario involving a new inbound call center illustrates many of the concepts discussed. Annotation c. by Book News, Inc., Portland, Or.\ \
