The Executive Guide to Call Center Metrics

• Authors: James C. Abbott - JAMES C ABBOTT
• ISBN 10: 1887355081
• ISBN 13: 9781887355087
• Release: April 15, 2004
• Format: Paperback (190 pages)
• List Price: $34.95
• More Details
  
  

  List Price: $34.95

  Tags: Business & Investing, Economics, Statistics,

  Book 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.

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