[PDF.88ut] The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics

[PDF.vi52] The Executive Guide to Call Center Metrics

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 | #686024 in Books |  Robert Houston Smith Publishers |  2004-04-15 | Original language:English | PDF # 1 |  9.00 x.45 x6.00l,.72 | File type: PDF | 190 pages

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||1 of 1 people found the following review helpful.| Metrics have a purpose - but you must measure what is most important to your customers.|By LSAnderson40|I spent 10 years running customer service and contact centers as both a leader and consultant. I would say outside of manufacturing, this is one of the most measured things in a company. Who wouldn't be interested in customer metrics as they help you keep tabs on how well you| |Abbott’s scientific methods are a revelation. His grocery store express lane model is perfect for introducing queuing theory. -- Dwight Brown, CEO Cobb Energy

The Executive Guide offers innovative solutions by identifying the key monito

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 t...

You can specify the type of files you want, for your gadget.The Executive Guide to Call Center Metrics   |  James C Abbott. Just read it with an open mind because none of us really know.

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