Used book – Call centers: New tools for customer relations, Bernard Caïazzo

Call centers are at the heart of customer relations. As interactive hubs for services and information between companies and their customers, they not only represent a source of expansion for businesses but also crystallize new skills. They address four crucial objectives: acquiring customers; retaining them; reducing costs; and increasing turnover. This book explains how to design, organize, and manage a call center, whether traditional, virtual, multimedia, or Internet-enabled: missions, targets, location, script, language, budget, specifications, equipment, quality and productivity measurement, recruitment, etc. It describes the profound transformation of the tele-advisor role, who has become the primary relay for the company's customer culture and must handle increasingly complex requests. Drawing on the author's extensive experience in the field, it shows business leaders and their teams how to leverage this privileged tool for customer relations, whose expansion will be further amplified by web call centers.