Is Your Call Center Really WOW? New Book Teaches Call Centers how to "Wow" their Customers.

Kimberly King offers practical, proven advice for improving customer service and customer loyalty while creating greater efficiency productivity in the contact center. It is an engaging, 185-page, easy-to-read book, weaving advice, anecdotes and tips for creating call centers that leave customers saying, "Wow, they actually helped me!"

Tampa, FL (PRWEB) February 22, 2006 -- Kimberly King, president of call center performance management firm, InterWeave, has published “Is Your Call Center Really WOW?” Written for call center leaders and inspired by lessons King learned over her 23-year career in the call center industry, the book challenges contact centers to move to WOW.

“WOW call centers consistently offer positive experiences for their customers, addressing customers’ needs and solving problems quickly,” King said. “As a result, WOW contact centers enjoy greater efficiency, higher productivity, increased revenue and maximized customer loyalty.”

Through 57 pointed and targeted questions, King invites readers to determine their own organization’s level of WOW and then provides solid strategies for continually elevating performance. Combining instruction with actual anecdotes for a fast and easy read, the 183-page book diagnoses the causes of poor customer service and prescribes the cure. The book takes a holistic approach to the call center, encouraging people in all areas – recruiting, training, HR, marketing, Supervising, monitoring, quality assurance and other departments – to develop and work from the same set of standards.

Holding people accountable is a recurring theme. “What you tolerate becomes your standard,” is King’s mantra. Whether it’s sloppy diction, wearing a halter top or coming late to work, Reps know what they can get away with. Leaders need to have standards, communicate them clearly and hold Reps responsible for meeting them.

“The book’s goal is to help call centers take an honest and highly detailed look at their businesses, identify where they can be more WOW, and drive change,” King said.

“Is Your Call Center Really WOW?” is available for $19.95 at www.kimberlydking.com or by calling 877-96-WEAVE (877-969-3283).

About InterWeave
InterWeave is a national consulting firm focused on improving the financial results of call centers and contact centers by increasing efficiency and effectiveness. Founded in 2000 and based in Tampa, InterWeave serves clients all over the country, including Verizon Wireless, Progress Energy; US Bank and HSN (Home Shopping Network). For more information, visit www.interweavecorp.com or www.kimberlydking.com.

Media Contacts:
Helen Knight, King Knight Communications, 813-961-6051; helen@kingknight.com
Kimberly King, President of InterWeave, 813-933-4431; kking@interweavecorp.com

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