Online Customer Care: Strategies for Call Center Excellence
Author: Michael Cusack
List Price: $42.00
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ISBN: 0873893832
Publisher: American Society for Quality (March, 1998)
Sales Rank: 15,197
Average Customer Rating: 4.4 out of 5
Customer Reviews
Rating: 5 out of 5
The Best Resource Available Today in Customer Care
A truly detailed study of customer care and an invaluable resource recommended for those looking to link emerging technologies with real world needs. Online Customer Care has the perspective of someone who has thoughtfully digested the multitude of business issues when reconciling what technology promises to what it ultimately delivers. Cusack provides a depth of knowledge and understanding which bridges the gap for the technical developer and call center manager alike. Cusack's insight is at a level of understanding often overlooked by business management at every level. His vision is to empower the user as the ultimate judge. This book holds the technology developer and corporate decision maker accountable. Detailed case studies and research make this book a required read and great reference tool. Highly recommended.
Rating: 5 out of 5
This is the one 'must read' book on customer care..........
A wonderfully informative book that stands out amidst the plethora of customer care offerings. Even though the field is changing so quickly, Michael Cusack's book won't date because of (1) the way he applies the lasting principle of soundly balancing technology, process and people, and (2) the masterful manner in which he draws on historical and current knowledge and trends in order to cover likely future developments. Cusack is a true thought-leader who writes to express not to impress, and who freely and comprehensively shares at the detailed level. On Line Customer Care demands to be read by every CEO, Customer Service Director and Service Agent who aspires to customer care excellence.
Rating: 5 out of 5
Must reading for anyone concerned with customer lock-in
Online Customer Care is a rich compendium of important insights into people, technologies, and trends affecting businesses who recognize that it costs us 10 times more to win new customers than to retain the ones we already have. Cusack writes clearly, and from experience. His careful analysis of the myriad technologies, human-factors, and trends affecting an organization's ability to automate relationships through quick and relevant solutions should be on the desktop of every CEO who understands "it's where the revenue comes from." Similar Products
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Book Index