Robert just updated his first book on customer contact, titled "Improving Your Bottom Line Through The Contact Center" (ID #8620387). This book is intended for non-technical business executives and professionals wishing to understand the relevance of customer contact to business profitability. Robert illustrates in common vernacular of how a service first, customer oriented approach to customer contact can positively affect your company’s bottom line. This book provides the conceptual basis and supporting logic for developing a business case for transforming and optimizing your contact center as a strategic initiative. The focus is on the “so what” portion of the contact center discussion.
Please click on this link to purchase his book on Amazon.com.