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Crm Implementation in Inbound Contact Center: Issues and Challenges

Aliyu Olayemi Abdullateef

ISBN 10: 3847308904 / ISBN 13: 9783847308904
Published by LAP Lambert Academic Publishing
New Condition: New Soft cover
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Paperback. 160 pages. Dimensions: 8.7in. x 5.9in. x 0.4in.Customer relationship management (CRM) is a concept that has been giving opportunity to both internal and external customers of an organization in exploring critical information. The contact center is a unit of CRM that helps in integrating valuable information through companys telephone system, chat groups, Interactive voice response, facsimile transmission, electronic data interchange, voice over internet, web sites and e-mail touch points. All these will result in satisfying customer self services for new product purchases, assist in up-selling and cross-selling and creating customer loyalty, value and profitability. Disappointedly, despite the enormous increasing acknowledgement of CRM importance, very little literatures have focused on the impact of CRM applications on inbound contact center performance. This book argued on the need for managers to relook into their over concentrations on operational variables as a measure of efficiency. It also explains the positive impacts of knowledge management and technology based CRM on first call resolution (FCR) and caller satisfaction within the inbound contact centers. Key benefits for practitioners and academia are also discussed. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Bookseller Inventory # 9783847308904

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Bibliographic Details

Title: Crm Implementation in Inbound Contact Center...

Publisher: LAP Lambert Academic Publishing

Binding: Paperback

Book Condition:New

Book Type: Paperback

About this title

Synopsis:

Customer relationship management (CRM) is a concept that has been giving opportunity to both internal and external customers of an organization in exploring critical information. The contact center is a unit of CRM that helps in integrating valuable information through company’s telephone system, chat groups, Interactive voice response, facsimile transmission, electronic data interchange, voice over internet, web sites and e-mail touch points. All these will result in satisfying customer self services for new product purchases, assist in up-selling and cross-selling and creating customer loyalty, value and profitability. Disappointedly, despite the enormous increasing acknowledgement of CRM importance, very little literatures have focused on the impact of CRM applications on inbound contact center performance. This book argued on the need for managers to relook into their over concentrations on operational variables as a measure of efficiency. It also explains the positive impacts of knowledge management and technology based CRM on first call resolution (FCR) and caller satisfaction within the inbound contact centers. Key benefits for practitioners and academia are also discussed.

About the Author:

Aliyu Olayemi Abdullateef is a Senior Lecturer at the Department of Marketing University Utara Malaysia. Prior to joining UUM he taught at various universities and also worked as CRM Expert with inbound and outbound call centers among which includes Nokia Contact Center. He has a PhD in Marketing and Professional Certificate in Contact Center Mgt.

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