Selecting a Teleservices Partner

by Lori Carr and Jon Anton

This book tackles one of today’s hottest topics: Customer Contact Outsourcing. Companies are in a quandary about the myriad of teleservices questions they’re faced with, such as deciding to outsource,... This description may be from another edition of this product.

• Format: Paperback
• ISBN: 0963046489
• ISBN13: 9780963046482
• Release Date: March 2002
• Publisher: The Anton Press
• Length: 133 Pages
• Weight: 0.50 lbs.

Customer Reviews

The outsource "Bible" for Executives and Managers...

A must read for anyone responsible for the effectiveness and/or efficiency of customer contact management. Every major issue impacting the outsourcing decision is covered here...from needs analysis to contract negotiation and implementation. The Authors clearly understand the measurement and analysis of the Key Performance Indicators affecting Customer Satisfaction and Cost.This book is useful as a how-to for those taking their first steps towards understanding outsourcing, or as a handy refernce to seasoned CRM professionals like me! I find myself consulting the index and re-reading highlighted areas regularly for concise definitions and real-world examples.