Navigating the Customer Contact Center in the 21st Century

Supervisors and managers who are responsible for the creation and successful operation of modern customer contact centers must understand and react to the remarkable changes that are transforming call centers in this technological age. Examined in this guide are the influences driving the creation and expansion of contact centers; the impact of voice mail, e-mail, and the Web; and a management process that focuses on managing productivity and quality in equal measure. Management challenges, the effective use of reports and rewards, and operations issues are also covered.