The Executive Guide to Call Center Metrics

Abbott, James C.

ISBN 10: 1887355081 / ISBN 13: 9781887355087

Editore: Robert Houston Smith Publishers, 2004

Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Codice articolo 13010847-6

Riassunto:

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.

Informazioni sull?autore: James Abbott has made a career out of taking technical topics and explaining them so that anyone can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma’s biscuits and a visit to the grocery store to explain scientific concepts like queuing theory and reporting metrics.
James isn’t afraid to get his hands dirty. In the course of his coaching and engineering he’s worked alongside electric engine assemblers, in a high-pressure call center, and on the third shift of an IT help desk. It is his ability to learn a business—from the ground up—that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.
Though he has worked throughout the Western Hemisphere, James’s home is in Greenville, South Carolina. He is the author of fourteen books.

Dati bibliografici

Titolo: The Executive Guide to Call Center Metrics
Casa editrice: Robert Houston Smith Publishers
Data di pubblicazione: 2004
Legatura: Brossura
Condizione: Very Good