Dawn Walton's guidebook "From Bad To Worse: The Shortest Route to Contact Center Destruction" makes creating a successful contact center easy and profitable.
Dundee, Scotland (PRWeb) December 17, 2006 -- The heart of any business is its contact center, but how does one optimize its efficiency? Contact center expert Dawn Walton's "From Bad To Worse: The Shortest Route to Contact Center Destruction," outlines how to deliver consistent, high quality service to customers each and every time.
How does a person improve a business's contact center so profits increase and customer service is elevated to the next level? In Dawn Walton's frank and funny "From Bad to Worse: The Shortest Route to Contact Center Destruction," readers will learn how. Author Walton has been working in the contact centre marketplace on a global level for over twelve years, often working from the ground up. This gives her a unique and practical perspective into what really makes a business successful. In this groundbreaking book, she shows readers why they should never accept the average or forget the customer's perspective. She discusses how to build a framework of operation that is consistent with any company's vision and how to set and communicate a company's direction. Readers can learn the building blocks of workforce management and how to tell if employees are doing a good job with speed, efficiency and quality. "From Bad to Worse" is full of practical ideas and easy-to-implement concepts to help any business person deal with the problems they have and to help every individual look towards their business's future. It's an excellent reference book that no business should be without.
For more information please contact the author at dawn.walton @ perfformiad.com. "From Bad to Worse: The Shortest Route to Contact Center Destruction" is available for sale online at Amazon.com, Borders.com, and through additional wholesale and retail channels worldwide.
About the Author
Dawn Walton has spent over twelve years in the contact center marketplace throughout Europe, the Scandinavian countries, Canada, Egypt, India and the United States. She ran her own contact center, and within a year reduced absenteeism and attrition, increased employee and customer satisfaction, and delivered a higher than budgeted margin. A self-confessed techno-geek, Dawn Walton lives in Dundee, Scotland, in the United Kingdom.
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