Contents

1. Introduction

2. I. Chapters

   1. 1. Chapter 1: Defining Customer Centricity

   2. 2. Chapter 2: Being a Customer Service Representative (CSR)

   3. 3. Chapter 3: Managing a Customer Service Team

   4. 4. Chapter 4: Using Contact Center Technology to Improve CX

   5. 5. Chapter 5: Working in a Customer Contact Center

   6. 6. Chapter 6: Managing a Customer Contact Center

   7. 7. Chapter 7: Designing Products, Services, and Processes with Customers in Mind

   8. 8. Chapter 8: Leading a Customer Centric Strategy

3. Glossary of Terms