Item description for Customer Centricity through Workforce Optimization by Bill Durr...
To become customer-centric, the entire enterprise needs to be aware of and respond to what s important to customers. To make this transformation, enterprises need to vastly improve their employees skills, knowledge and business instincts, as well as build new processes developed from an outside-in perspective. This is the province of workforce optimization. "Customer Centricity through Workforce Optimization" offers contact center managers a detailed roadmap for transforming the workplace through workforce optimization. Whether you re new to contact centers or an industry veteran, you ll learn key concepts that will help you to take your center to the next level of performance and get the most out of your most valuable resource your people.
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Est. Packaging Dimensions: Length: 8.8" Width: 5.9" Height: 1.4" Weight: 0.95 lbs.
Release Date Jun 22, 2007
Publisher ICMI Press
ISBN 1932558101 ISBN13 9781932558104