Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny

Organizations that fail to make the connection between the performance of their agents and the realization of their vision of customer service and retention strategies will be doomed to failure. The contact center agent represents an untapped resource and potential within an organization. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.McConnell, Matt is the author of 'Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny' with ISBN 9780971965263 and ISBN 0971965269.