The Executive Guide to Call Center Metrics

Released on by James C. Abbott
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  • The Executive Guide to Call Center Metrics Book Detail

  • Author : James C. Abbott
  • Release Date : 2004
  • Publisher : Robert Houston Smith Publishers
  • Genre : Business & Economics
  • Pages : 200
  • ISBN 13 : 1887355081
  • File Size : 24,24 MB
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The Executive Guide to Call Center Metrics by James C. Abbott PDF Summary

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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