Beschreibung Your Call is Important to Us: a beginner’s guide to the contact center and customer experience technologies (English Edition). This book is a quick and easy guide for everyone to understand the basics of contact centers and customer experience It is suitable for both non-technical and technical readers and does not require any backgroundThe author takes the reader from where it all began with invention of the first phone into the future where artificial intelligence and speech processing technologies are shaping the way customer care works and explains how companies use the technology smartly to keep the promise of making every customer call, message, email or other form of contact important to them. The topics covered include:•how call centers evolved into contact centers; •how the workforce is managed and optimized;•how the customer experience is measured and controlled;•how digital customer care is taking over; and•how messaging, AI, biometrics, and other technologies shape today’s customer care. There are 7 chapters chapters in the book, literally meaning the it can be finished in a week's time (or in 7 cups of coffee). There is a small self-assessment test at the end of each chapter to check if the key concepts are understood well.Boris Najafov is a contact center solutions consultant at IST Networks, an international customer experience systems integrator. Boris and his team have designed dozens of successful contact center systems serving millions of customers every day.
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