BSBCUE309 – Summary Copy

BSBCUE309 – Summary Copy


Topic Progress:


A contact centre, also known as customer interaction centre, is a central point of any organisation from which all customer contacts are managed. Through contact centres, valuable information about compies are routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of company’s Customer Relationship Management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.

In today’s competitive environment, the quality of the contact and sales strategy is often more important than the quality of the product/service.

The way in which we discuss our products/services/propositions is not just a matter of ‘technical excellence’. Careless words cost sales. Careful words make sales.

These are some books that we feel may be of assistance to you in completing the Assessment for this unit of competency. Your local library may hold these publications.

Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment (2nd Edition),

Cleveland B and Mayben J, Call Center Press, Annapolis, Md, 1997.

The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation,

Fluss, Donna, Amacom Books 2005.

Customer Contacts: Strategies and Operations, Adel M, LOMA, Atlanta, Ga., 2002.

Call Center Operation: Design, Operation, and Maintenance, Sharp DE, Digital, Boston, Mass, 2003

Quality Essentials: A Reference Guide from A to Z, Revelle JB, ASQ Quality Press, 2004.