| The Executive Guide to Call Center Metrics Contributor(s): Abbott, James C. (Author) |
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ISBN: 1887355081 ISBN-13: 9781887355087 Publisher: Robert Houston Smith Publishers OUR PRICE: $37.95 Product Type: Paperback Published: August 2012 Annotation: Terminology and what to measure for call centers, help desks |
| Additional Information |
| BISAC Categories: - Technology & Engineering | Telecommunications - Business & Economics | Customer Relations - Business & Economics | Industries - Service |
| Dewey: 658.812 |
| LCCN: 2004302177 |
| Physical Information: 0.51" H x 6.02" W x 8.84" (0.72 lbs) 200 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics. |