A timely and desirable resource for any organization attempting to set up and maintain a world-class customer care operation, this book provides a comprehensive introduction to the emerging technologies in customer care. the author explains how process-driven system design, user interaction, content provisioning, and data gathering can help your organization achieve best in class customer care. Organizations looking for cost-effective ways to service their customer using integrated online solutions for their customer care environments will gain much insight from this one-stop, complete resource.