Online Customer Care: Strategies for Call Center Excellence

Examines how traditional voicetovoice communications coupled with alternative media particularly electronic mail, the World Wide Web, and interactive voice response can be used to facilitate world class customer service. Topics include business drivers (customer satisfaction, cost reduction, and market intelligence); systems design and development; information retrieval systems; and content provisioning. A hypothetical scenario involving a new inbound call center illustrates many of the concepts discussed. Annotation c. by Book News, Inc., Portland, Or.