Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide is a must have book for any supervisor, manager or business executive who has responsibility for the creation and successful operation of modern, multi-media customer contact centers. This book guides you through the new forms of communication such as e-mail and the Internet and how it has altered the call center into the customer contact center. Features include: detailed instructions on how to use technology and manage the contact center using reports produced by nearly any system -- complex technology issues are written in easy-to-understand text; an entire dictionary of commonly used words, phrases, abbreviations and acronyms; why e-mail and website support are the two Internet, multi-media applications that will impact all call centers -- learn their technology and processes; new performance metrics associated with new multi-media transactions; how to transform difficult-to-understand ACD reports into motivational and informative charts/graphs; how the Internet and public switched network works; how wireless communications will impact the customer contact center; the importance of workforce management software in blended, multi-media environments; techniques to ensure that motivational contests and awards are the greatest benefit to the team; and much, much more! - Back cover.