“To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large — all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers’ expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications… More >>

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

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students’ skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includ… More >>

Service Management: Operations, Strategy, Information Technology w/Student CD

Covering each area of automotive service, this book will help readers learn how all of the systems within automotive are connected. Our revised format with smaller sections will make it easier for readers to learn and master the content. Sidebar content provides real world examples of how the content is applied in the automotive service industry. There are also revised photos throughout the text as opposed to line art to help trainees better understand the system and the components involved. In addition, the diagnostic approach to this book helps readers enhance their troubleshooting skills. Perfect for someone just starting out in the industry, this book has a brand new section on Careers in the Automotive Service Area as well as updated information in the section on Tools, Shop Equipment and Measuring. A comprehensive reference for auto service mechanics…. More >>

Automotive Technology: Principles, Diagnosis, and Service