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Executive Guide to Call Center Metrics by James C. Abbott (2004, Perfect)

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New Trade paperback

About this product

Product Identifiers

PublisherSmith Publishers, Robert Houston

ISBN-101887355081

ISBN-139781887355087

eBay Product ID (ePID)43451011

Product Key Features

Number of Pages190 Pages

LanguageEnglish

Publication NameExecutive Guide to Call Center Metrics

SubjectCustomer Relations, Statistics

Publication Year2004

TypeTextbook

Subject AreaBusiness & Economics

AuthorJames C. Abbott

FormatPerfect

Dimensions

Item Height0.5 in

Item Length9 in

Item Width6 in

Additional Product Features

Intended AudienceScholarly & Professional

LCCN2004-302177

TitleLeadingThe

Dewey Edition22

IllustratedYes

Dewey Decimal658.8/12

SynopsisAs 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.

LC Classification NumberHE8788.A23 2004