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The Executive Guide to Call Center Metrics

  • List Price: $34.95
  • Buy New: $16.88
  • as of 12/17/2017 12:04 UTC details
  • You Save: $18.07 (52%)
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  • Seller:ph9
  • Sales Rank:1,357,779
  • Languages:English (Published), English (Original Language), English (Unknown)
  • Media:Paperback
  • Number Of Items:1
  • Pages:190
  • Shipping Weight (lbs):0.72
  • Dimensions (in):6 x 0.5 x 9
  • Publication Date:April 15, 2004
  • ISBN:1887355081
  • EAN:9781887355087
  • ASIN:1887355081
Availability:Usually ships in 1-2 business days

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  • Used Book in Good Condition


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Synopsis
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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