Phone calls and emails from customers are not just "events"; they are significant milestones in customer relationships. This book presents a roadmap to significantly improving customer relationships, whether by phone, mail, fax, email, or Website, by getting the most out of call centre technology. The book bridges the business, technical and financial issues in building and managing a customer contact centre. It evaluates call centre technology and its practical implementation to foster enhanced customer satisfaction, while delivering results at a reasonable cost. The author explains how to transform a call centre into an effective cross media contact point staffed by people equipped with the appropriate tools, knowledge and skills to provide responsive answers to emails, faxes and calls requesting service and information. Further, the author explores how to make the call centre an engine of business growth by minimizing costs, enhancing customer satisfaction, and using technology to upsell and generate new revenues from existing customers.