Gower Handbook Of Customer Service
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Gower Handbook Of Customer Service
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Author : Peter Murley
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 1997
Gower Handbook Of Customer Service written by Peter Murley and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.
Gower Handbook Of Call And Contact Centre Management
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Author : Natalie Calvert
language : en
Publisher: Routledge
Release Date : 2017-05-15
Gower Handbook Of Call And Contact Centre Management written by Natalie Calvert and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.
Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
The Gower Handbook Of Logistics And Distribution Management
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Author : John Gattorna
language : en
Publisher:
Release Date : 1997
The Gower Handbook Of Logistics And Distribution Management written by John Gattorna and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with categories.
Practical Handbook Of Customer Service Operations
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Author : Warren Blanding
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Practical Handbook Of Customer Service Operations written by Warren Blanding and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Handbook Of Customer Satisfaction Measurement
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Author : Nigel Hill
language : en
Publisher:
Release Date : 1996
Handbook Of Customer Satisfaction Measurement written by Nigel Hill and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Consumer satisfaction categories.
Gower Handbook Of Marketing
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Author : Michael J. Thomas
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 1995
Gower Handbook Of Marketing written by Michael J. Thomas and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
This edition has been revised to include new chapters on subjects as diverse as relationship marketing and international marketing research. The 36 contributors are all acknowledged leaders in their chosen field, with practical experience of marketing.
The Gower Handbook Of Management
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Author : Dennis Lock
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 1998
The Gower Handbook Of Management written by Dennis Lock and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
The Gower Handbook of Management is widely regarded as a manager's bible: an authoritative, gimmick-free and practical guide to best practice in management. By covering the broadest possible range of subjects, it replicates in book form a forum in which managers can meet experts from a range of professional disciplines. This edition features 36 completely new chapters, 65 expert contributors - many of them practising managers and many of them new to this edition. All of the contributors are recognized authorities in their field.
Gower Handbook Of Internal Communication
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Author : Marc Wright
language : en
Publisher: CRC Press
Release Date : 2016-04-22
Gower Handbook Of Internal Communication written by Marc Wright and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-22 with Business & Economics categories.
A comprehensive guide to managing communication within organizations, the Handbook recognises Internal Communication's continued growth as a management discipline. It is aimed at leaders who want insight into IC techniques for use in both day-to-day operational and change situations, for example, and also at the communication specialist seeking shared wisdom and new ideas. Early chapters examine changes in the strategic context in which today's IC departments are operating. These include organizations' increasing need for innovation and responsiveness in a superfast changing environment; employees' increasing assertion of rights and personal requirements at work; management's increasing recognition of the importance of corporate reputation/brand value, particularly how to sustain and extend it; and finally, the effects on work and management patterns of digital communication. Step-by-step guides introduce you to creating IC strategies and to carrying out research and measurement.
Gower Handbook Of Supply Chain Management
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Author : John Gattorna
language : en
Publisher: Routledge
Release Date : 2017-03-02
Gower Handbook Of Supply Chain Management written by John Gattorna and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-02 with Business & Economics categories.
The ability to build and also maintain a world class logistics and distribution network is an essential ingredient in the success of the world's leading businesses, but keeping pace with changes in your sector and in others is hard to do. With the Gower Handbook of Supply Chain Management you will need to look no further. Written by a team of leading consultants with contributions from leading academic experts, this book will help you to keep pace with the latest global developments in supply chain management and logistics, and plan for the future. This book has over thirty chapters with detailed accounts of key topics and the latest developments, from e-collaboration and CRM integration, to reverse logistics and strategic sourcing, and includes case studies from Asia, Europe and North America. It looks at all aspects of operational excellence in logistics and supply chain management. The Gower Handbook of Supply Chain Management will help managers to benchmark their operations against the best-of-breed supply chains across the world. It provides a unique single source of expert opinion and experience.
Gower Handbook Of Purchasing Management
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Author : Marc Day
language : en
Publisher: Taylor & Francis
Release Date : 2024-07-01
Gower Handbook Of Purchasing Management written by Marc Day and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-07-01 with Business & Economics categories.
Originally published in 2002, the revised third edition of the Gower Handbook of Purchasing and Supply Management views procurement as standing on the boundary of the firm, looking outwards and scanning the environment for new opportunities and threats. In this respect, as in many others, the new edition is quite different from the previous two, reflecting the many changes that have taken place for businesses over the years. In particular this edition has been slimmed down and focused to assist the reader by working systematically outwards using a purchasing lens to view the wider business world. The aim is to show the potential contribution that purchasing can make as a driver for organizational efficiency and business development. It is this latter requirement, the need for purchasing to generate revenue, that has been identified as being ever more prominent as a demand on purchasing directors’ time and effort. The book is now split into three sections. Part I lays the foundations for building the organization of purchasing in a corporate environment. Part II overlays further applications on the foundations of purchasing organization. The assumption is made that the purchasing activities of a firm are proactive in outlook, gathering knowledge and measuring their current corporate purchasing performance, while also looking to generate revenues for the business. Finally, Part III provides case studies which bring to life some of the learning achieved through the framework laid out in the previous parts. Written by leading practitioners and academics, and published in association with The Chartered Institute of Purchasing and Supply.