The Executive Guide to Call Center Metrics - James C Abbott - Books - Robert Houston Smith Publishers - 9781887355087 - August 27, 2012
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James C Abbott
The Executive Guide to Call Center Metrics

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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.

Media Books     Paperback Book   (Book with soft cover and glued back)
Released August 27, 2012
ISBN13 9781887355087
Publishers Robert Houston Smith Publishers
Pages 190
Dimensions 151 × 13 × 221 mm   ·   326 g
Language English  

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