| Cart Total:
The Customer Care and Contact Center Handbook
ASQ product with no image

The Customer Care and Contact Center Handbook

Garry Schultz

PDF, 288 pages, Published 2002
ISBN: 978-0-87389-561-3
Item Number: E1172

Member Price: $10.00

List Price: $10.00
Looking to purchase for a course or large group?


  • Customer Satisfaction and Value


Customer satisfaction is at the heart of most businesses, and the customer contact center is usually the key to maintaining that satisfaction. At a time in which technological advances, cultural changes, and increasing customer expectations make customer interaction more demanding than ever, the successful performance of a customer call center is vital.

The Customer Care and Contact Center Handbook was written to help managers create and maintain a world-class customer contact center, incorporating the many methods customers may use to contact a company. This guide is ideal for anyone who wishes to understand the parameters of the creation and maintenance of a world-class customer care center, especially those responsible for the formation or overhaul of a contact center.


Average Customer Rating:image (5 of 5 based on 2 reviews)

"Brilliant. Comprehensive and actionable."

  • A reader in Alberta, Canada
  • "A fine read. Many great ideas that can be used right away."

  • A reader in New York City