A01=Jan Smets
Age Group_Uncategorized
Age Group_Uncategorized
Author_Jan Smets
automatic-update
Callcentres
Category1=Non-Fiction
Category=KJMB
Category=KJSU
Client
Company
Connection
Contactcentres
COP=Belgium
Customerservice
Delivery_Delivery within 10-20 working days
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Help
Impersonal
Insiderinformation
Language_English
Management
Marketing
PA=Available
Price_€20 to €50
PS=Active
Sales
Socialmedia
softlaunch
Values
Product details
- ISBN 9789401454100
- Weight: 670g
- Dimensions: 170 x 240mm
- Publication Date: 18 Jan 2019
- Publisher: Lannoo Publishers
- Publication City/Country: BE
- Product Form: Paperback
- Language: English
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checkout
Fast Shipping
Easy returns
Call centres are no longer the ugly duckling in your company. How do contact centres create value to company and client? Has social media killed our contact centres? How do we throw off the negative aura surrounding contact centres?
Judging by the amount of employees in the contact centres of today's companies, one cannot simply overlook their importance to sales, marketing and customer service. Yet somehow still the cliché lives on that customers don't like these out-of-touch, impersonal contact centres. But how do these clichés stand up to the test of reality?
Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client.
Jan Smets is Director Customer Care at Belgian mail organisation bpost and manager of the organisation's three contact centres. Before that, he was at the head of the customer service department at Belgacom, which makes up one of the largest contact centre organisations in Belgium. He is a highly sought-after speaker and lecturer.
