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Omnichannel Second Edition
Omnichannel Second Edition
Автор: Gerardus Blokdyk

What will drive Omnichannel change? What are your current levels and trends in key measures or indicators of Omnichannel product...

The User's Journey: Storymapping Products That People Love
The User's Journey: Storymapping Products That People Love
Автор: Donna Lichaw
Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show...
Applied Artificial Intelligence: A Handbook For Business Leaders
Applied Artificial Intelligence: A Handbook For Business Leaders
Автор: Mariya Yao

 "Artificial intelligence" is the buzzword of the day. You've no doubt read your fair share of media hype either proclaiming...

Voicebot and Chatbot Design: Flexible conversational interfaces with Amazon Alexa, Google Home, and Facebook Messenger
Voicebot and Chatbot Design: Flexible conversational interfaces with Amazon Alexa, Google Home, and Facebook Messenger
Автор: Rachel Batish

We are entering the age of conversational interfaces, where we will interact with AI bots using chat and voice. But...

Cold Calling Techniques (That Really Work!)
Cold Calling Techniques (That Really Work!)
Автор: Stephen Schiffman
For more than thirty years, Stephan Schiffman, America's #1 corporate sales trainer, has shown millions of salespeople how to close...
The Ultimate Book of Phone Scripts
The Ultimate Book of Phone Scripts
Автор: Mike Brooks
Are you looking for a way to be more successful selling your products and services over the phone? If you...
Call Center Staffing: The Complete Practical Guide to Workforce Management
Call Center Staffing: The Complete Practical Guide to Workforce Management
Автор: Penny Reynolds
Call Center Staffing - The Complete, Practical Guide to Call Center Management takes the reader through the step-by-step process of...
Gower Handbook of Call and Contact Centre Management
Gower Handbook of Call and Contact Centre Management
Автор: Natalie Calvert
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range...
Call Center People Management Handbook and Study Guide
Call Center People Management Handbook and Study Guide
Автор: Brad Cleveland
The ICMI study guide series begins with this important topic — people management. The Call Center People Management Handbook and...
The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
Автор: Donna FLUSS

"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers...


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