Helps children explore the universe.

Whats Beyond Solving Mysteries In Space

Cusack, Michael

Scholastic. Inc.

This book focuses on leveraging the advantages of existing technology-based processes and learning and applying emerging processes and technologies--in cost effective ways--to enable organizations to become ongoing, best-in-class customer care providers. Traditionally, one of the biggest problems for customer care executives has been how to balance CSR productivity with customer satisfaction. By implementing on line solutions which facilitate a timely and relevant response to a customer's inquiry or problem, the executive can realize a significant return on investment both through renewed customer loyalty and direct access to useful market intellilgence. This book is intended to outline the steps required in order to become an active participant in the continuously evolving model of online customer care.

Online Customer Care: Strategies for Call Center Excellence

Business & Money

Management & Leadership

Asq Pr

Established in the early 1850's, Fort Clark located west of San Antonio on the western frontier of Texas.

Lonely Sentinel: Fort Clark on Texas's Frontier

Politics & Social Sciences

Pirtle, Caleb, III

Politics & Government

Eakin Pr

How to evaluate the efficiency of your contact center operation, including key benchmarks and metrics relevant to process improvement, customer relationship management, knowledge management, human resources, workforce management, information technology and quality assurance. “Discovery” explains the Areas of Focus (Efficiency, Effectiveness, Capability and Differentiation), Functions (Customer-facing, Support, and Analytics), and Classifications that constitute the basis of a contact centre assessment. “Efficiency” considers aspects of Operations, Workforce Management and Process Management. “Effectiveness” deals with Customer Relationship Management, Knowledge Management, and Quality Assurance. “Capability” delves into Human Resources and Information Technology. “Differentiation” looks at the elements that separate the contact centre from competitors. “Assessment Outputs” explains how to analyse and present the data gathered during the assessment.

Conducting a Contact Center Assessment

Processes & Infrastructure

CreateSpace Independent Publishing Platform

Technology-driven tools are shifting power into the hands of savvy customers who will not tolerate service delays, unempowered agents and scripted responses. This non-technical book explains in plain language how the emergence of customer-facing mobile apps, social media, virtual worlds, web collaboration and online communities, coupled with the proliferation of cloud-based contact center interaction tools and customer experience management systems, is transforming traditional customer service for both large and small companies. Technoservice may be augmented by business operations support for established customer service environments (i.e., facilities, staffing, scheduling, training, empowerment and incentives), or may exist as a non-mediated service to customers via the Internet. The business case for this approach is that it minimizes costs and maximizes customer satisfaction, while effectively gathering critical business intelligence data. In order to realize this outcome, a company must focus on the three critical areas of process, integration and knowledge. This book explains how process-driven systems, multichannel user interaction, streamlined content provisioning and data gathering can substantially improve customer satisfaction. Traditionally, one of the biggest problems for customer service executives has been how to balance employee productivity and efforts to encourage customer loyalty within the constraints of a budget designed to rigorously contain costs. While this mindset persists today, at least for some corporate thought leaders a renewed focus on the end-to-end customer ‘experience’, the emergence of social media and the perceived need to monitor and react to virtual ‘tribes’ of online customers has loosened the purse strings when it comes to centralized customer service. By implementing processes, tools and knowledge bases that facilitate a timely and relevant response to a customer’s inquiry or problem, management are seeking a significant return on investment in the form of customer loyalty. There are three major business needs which continue to impact the evolution of Technoservice. These are customer satisfaction, cost reduction and business intelligence. Specific goals may be attributed to these needs, such as resolving a customer inquiry or problem on the first contact, maximizing customer access to agents or databases, gathering customer data, and providing tools for business analysis. Overview of this book “Fundamentals” discusses the evolution of the modern customer service environment and the business drivers behind every successful customer service operation - customer satisfaction, cost reduction and business intelligence. “Process” considers those processes which are most relevant to the customer service environment, including a detailed overview of the quality improvement, data gathering, escalations, and follow-up work processes. “Channels” describes the various manifestations of Technoservice, including voice, self-service, email, chat and other media. “Integration” focuses on the technologies that are transforming customer service and how these are being integrated. This chapter also takes a critical look at the traditional role of systems development in contact centers. “Content” examines the differences between knowledge bases and intelligent troubleshooting systems, and how these systems can be used in a customer service environment. “Intelligence” focuses on Technoservice as an integral contributor to business planning by describing data gathering, analysis and information sharing functions and processes.

Technoservice

Createspace Independent Pub

"Michael Cusack of Westport has climbed the Reek more than 100 times, so his Croagh Patrick and the Islands of Clew Bay: A Guide to the Edge of Europe is informed by lifelong footfall and curiosity. For that amazing view of the drumlin swarm of Clew Bay, he offers not only a name for every island but often a human history of occupancy stretching back before the Famine." Michael Viney, The Irish Times "Croagh Patrick and the Islands of Clew Bay" is a treasure of a publication - part social history of the bay's myriad islands, part historical record, part geographic research, with the additional bonus of up to twenty pages of stunning photographs of the islands and the Reek."  The Mayo News "This is the first time that every island in Clew Bay, its history and other details has been explored for the armchair traveller, along with tales of the great mountain, shipwrecks, the magical Brackloon Wood, and other remarkable aspects of this area."  The Connaught Telegraph Local legend has it that Yoko Ono had a difficult experience when she first stepped on the isolated Clew Bay island of Dorinish in the late 1960's. She was swooped upon by nesting terns and swore never to return.  John Lennon had earlier arranged for a wooden “gypsy caravan” painted in psychedelic colours to be brought from London and floated out to the island on a purpose built raft as a temporary home. He later agreed to allow Sid Rawle, the "King of the Hippies" to establish a commune on the island. Dorinish (pronounced 'Dorinch' locally) is just one of 142 named islands and large rocks in Clew Bay, and many more anonymous patches of land above the Atlantic waves, as well as countless 'drowned' drumlins.  The largest of the islands is Clare Island, former home of the "Pirate Queen" Grace O'Malley. This 16th century legend imposed her will on countless ships in the area. As a result, she was famously invited to meet a curious Queen Elizabeth. Their discussion was carried out in Latin, as O'Malley spoke no English and Elizabeth spoke no Irish. The most striking icon around this jewel of the Wild Atlantic Way is Croagh Patrick, known locally as "The Reek". This beautiful mountain dominates the landscape as seen from the vibrant town of Westport. Such stories are a part of "Croagh Patrick and the Islands of Clew Bay - A Guide to the Edge of Europe", the new book by Michael Cusack. This is the first time that every island in Clew Bay, their history and other details, have been explored for the armchair traveler, along with tales of the great mountain, shipwrecks, the magical Brackloon Wood, and other remarkable aspects of this area. From the Foreword by Gerardine Cusack, author of 'A Nightingale Sang': Fortunately, as one of the last of the Westport pilots, my father Peter Hopkins kept us in touch with heavenly Clew Bay and its memorable inhabitants. My father had every reason to remember the hospitality of the islanders – when it was too stormy for him to return to Westport, he was readily made welcome to stay the night on whichever island he happened to be near at the time. Almost all the islands are uninhabited now, but we who are left will remember other days and other ways, the left-over echoes of people who came and went and always left something of themselves behind. We’ll remember other music makers. Maybe we’ll hear the lilt of an islander’s voice on the wind. We won’t forget those we knew in the buried past. I hope that you enjoy reading this book as much as I have. It brings to light many little-known facts about the islands that will be revealing even to those who have lived in this wonderful area all of their lives.

Croagh Patrick and the Islands of Clew Bay: A Guide to the Edge of Europe

Travel

Europe

We Wished for the Cloths of Heaven: Sights and Sounds from the Edge of the World

Literature & Fiction

Poetry

We Wished for the Cloths of Heaven: Scenes and Verses from the West of Ireland

Arts & Photography

Individual Artists

Independently published

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Books by Cusack, Michael