The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics
Author :
Publisher : Robert Houston Smith Publishers
Total Pages : 200
Release :
ISBN-10 : 9781887355087
ISBN-13 : 1887355081
Rating : 4/5 (87 Downloads)

Book Synopsis The Executive Guide to Call Center Metrics by : James C. Abbott

Download or read book The Executive Guide to Call Center Metrics written by James C. Abbott and published by Robert Houston Smith Publishers. This book was released on 2004 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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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