Online Customer Care: Applying Today's Technology to Achieve World-Class Customer Interaction »

A timely and desirable resource for any organization attempting to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in the customer service arena. Cusack explains how process-driven system design, user interaction, knowledge management, and data gathering can help your organization achieve world-class customer interaction.

Organizations looking for cost-effective ways to service their customers using integrated online solutions will gain much insight from this one-stop, complete resource. A high degree of detail is provided by the author, giving you substantial guidance when reengineering a call center. Also included are numerous case-in-point examples and flow charts which provide additional insights and ease in understanding.

Judith Millsaps

I can unequivocally recommend this book to anyone designing or improving customer care processes, as it provides a straightforward, comprehensive review of relevant customer care topics. -Judith Millsaps, Senior Vice-President, GE Capital Transport International Pool