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Books > Computing & IT > General theory of computing
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Cracking the CSAT Code @ Call Centers (Hardcover)
Loot Price: R781
Discovery Miles 7 810
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Cracking the CSAT Code @ Call Centers (Hardcover)
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CRACKING THE CSAT CODE offers the BPO industry a solution to not
only hold its ground, but grow again by delivering exceptionally
good customer experience. It takes the reader through the range of
BPO processes and how each step can be imbues with concern for the
needs of the customer. While offering no effortless silver bullet,
the book delves into the various ways, Indian and Filipino contact
centers can deliver world class customer experience. The book digs
deep to show that contact centers in this part of the world need to
understand their audience from a cultural context, while improving
their internal processes from hiring and training to service
delivery. BPO Executives and those working on improving customer
experience would find this book a treasure trove of best practices
which could be implemented with ease. Management literature buffs
too would find it a good read, replete with interesting insights
into the working of the globalized outsourcing industry.
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