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Complete downloadable Test Bank for Reinventing Your Contact Center A Managers Guide to Successful Multi-Channel CRM 1st Edition by Schwartz. INSTRUCTOR RESOURCE INFORMATION
TITLE: Reinventing Your Contact Center A Manager’s Guide to Successful Multi-Channel CRM
RESOURCE:Test Bank
EDITION: 1st Edition
AUTHOR: Schwartz, Ruffins, Petouhoff
PUBLISHER: Pearson

Table of content

1. The Call Center Becomes the Multi-Channel Customer Contact Center
2. Managing the Customer Service Chain and CRM
3. The Contact Center Professional
4. Managing Customer Lifetime Value
5. Putting Money Where the Customer Lifetime Value Lives
6. Customer Relationship Management ( CRM) Growing Pains
7. Effects of Change–The Valley of Tears
8. Stress: A Hidden Barrier to Excellence
9. Recognizing Ineffective Teams
10. Conscious Leadership: Creating a Motivating Environment
11. Identify Motivators in 10 Minutes: A Conscious Coaching Tool
12. The Conscious Coach: Show ‘Em Who Cares!
13. Early Involvement in Organizational Choices
14. How Other Departments Affect a Contact Center
15. Performance Management: Creating Challenge, Achievement, Recognition and Individual Growth
16. The Physical Office Environment–A Motivator
17. Customer Interaction Management and Planning for Multi-Channel Contact Centers
18. Contact Center Benchmarking: A Best Practice
19. Increasing Emotional Intelligence with Work Style Assessments
20. SP3M–Measure, Market, Manager Your Contact Center Results
21. Understanding Customer LifeTime Value–A Best Practice
22. Coaching Best Practices for Contact Center Leaders

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