Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business)

Written by authorities on the call center industry, Cases in Call Center Management brings to light the strategic importance of call centers in today's business world. While large corporations have explicit call centers, due to changing attitudes toward customer service, small organizations also have call centers, even if they do not designate a part of the organization as a call center. As interactions with customers move away from person-to-person relationships to other interactive media options, the call center is emerging from the shadows to become a vital force for corporate marketing and communication.

Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including: "Human Resource Management," “Operational Management," “Strategic Management, " and “Technology Issues.” Among the organizations covered are Accor, Charles Schwab, General Electric, Hewlett Packard, Mercedes Benz, Thomson Consumer, Unisys, and Yellow Pages Direct. The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, Cases in Call Center Management is an investment in the future success of your customer service operations.

Ko de Ruyter holds degrees in linguistics and political science from the Free University (Amsterdam) and the University of Amsterdam. He has published five books and over 130 articles.

Richard Feinberg, Ph.D. is a member of the American Collegiate Retailing Association, Association for Consumer Research, and the Society for Consumer Psychology. Feinberg formerly served as the director of Purdue University’s Center for Customer-Driven Quality. He is the author of over 200 research and trade articles, and hundreds of presentations and seminars.

Lynne Bennington has a M.B.A and a doctorate in psychology. In addition to her academic activities, she has had more than twenty years of management activity in the private and public sectors. Bennington has published over fifty journal articles, book chapters, and conference papers.