Phone calls and emails from customers are not just events; they are significant milestones in customer relationships. This book presents a roadmap to significantly improving customer relationships, whether by phone, mail, fax, email, or Website, by getting the most out of call centre technology. The book bridges the business, technical and financial issues in building and managing a customer contact centre. It evaluates call centre technology and its practical implementation to foster enhanced customer satisfaction, while delivering results at a reasonable cost. The author explains how to transform a call centre into an effective cross media contact point staffed by people equipped with the appropriate tools, knowledge and skills to provide responsive answers to emails, faxes and calls requesting service and information. Further, the author explores how to make the call centre an engine of business growth by minimizing costs, enhancing customer satisfaction, and using technology to upsell and generate new revenues from existing customers.

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Essentials of Microeconomics is an excellent introduction to microeconomics. It presents the basic tools of microeconomics clearly and concisely. It presents a vigorous treatment of all relevant introductory microeconomic concepts, and emphasizes on modern economics — game theory and imperfect markets. Each chapter is self-contained and includes the required key mathematical skills at the start. Now in its second edition, this updated textbook includes: Expanded lecturer resources, including concise lecture slides, sample exam questions and test bank MCQs An additional section on Policy and Applications This book is ideal not only for introductory microeconomics course, but its level of analysis also makes the book appropriate for introductory level economics taught at postgraduate level. With the emphasis on strategy, this text is also well suited for use in business economics courses.