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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.
