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Black telephone headset, on mint cover of 'Contact Center Management, From Complaint Department to Value Center', by Lannoo Publishers.

Contact Center Management

From Complaint Department to Value Center

By (author) Jan Smets


  • Insider's view on an often-ignored centre of value creation
  • Steers clear of vague slogans and clichés
  • Grounded in reality and years of experience
Full Description

Call centers are no longer the ugly duckling in your company. How do contact centers create value to company and client? Has social media killed our contact centers? How do we throw off the negative aura surrounding contact centers? Judging by the amount of employees in the contact centers of today’s companies, one cannot simply overlook their importance to sales, marketing and customer service. Yet somehow still the cliché lives on that customers don’t like these out-of-touch, impersonal contact centers. But how do these clichés stand up to the test of reality? Contact Center Management is an investigation into the stereotypes surrounding the sector. As it steers clear of hollowed-out theory and vague slogans, it offers a grounded approach to the creation of value for your company as well as for any client.

About the Author

Jan Smets is Director Customer Care at Belgian mail organisation bpost and manager of the organisation's three contact centres. Before that, he was at the head of the customer service department at Belgacom, which makes up one of the largest contact centre organisations in Belgium. He is a highly sought-after speaker and lecturer.

Lannoo Publishers
18th Jan 2019
Paperback / softback
USA & Canada
6.69 in x 9.45 in
286 Pages
30 color
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