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Sinossi
Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the "ins and outs" of benchmarking.
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Book by Anton Jon Gustin David
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Call Center Benchmarketing: How Good is "Good Enough" (Customer Access Management)
Editore:
Purdue University Press, 2000
ISBN 10: 155753215X
ISBN 13: 9781557532152
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Brossura
Da: SecondSale, Montgomery, IL, U.S.A.
Valutazione del venditore 5 su 5 stelle
Condizione: Good. Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc. Codice articolo 00057045292
Quantità: 1 disponibili