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Customer Centricity through Workforce Optimization [Paperback]

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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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Item Specifications...

Pages   344
Est. Packaging Dimensions:   Length: 8.8" Width: 5.9" Height: 1.4"
Weight:   0.95 lbs.
Binding  Softcover
Release Date   Jun 22, 2007
Publisher   ICMI Press
ISBN  1932558101  
ISBN13  9781932558104  

Availability  0 units.

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1Books > Subjects > Business & Investing > General
2Books > Subjects > Business & Investing > Management & Leadership > Management

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