[PDF.32ot] The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics

[PDF.tg26] The Executive Guide to Call Center Metrics

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 | #885528 in Books |  Robert Houston Smith Publishers |  2004-04-15 | Original language:English | PDF # 1 |  9.00 x.45 x6.00l,.72 | File type: PDF | 190 pages

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||0 of 0 people found the following review helpful.| Meh|By Stella Seabass|This is not an executive guide.

Read Call Centers for Dummies - that is more appropriate.

I found this book dull and boring and outdated.|2 of 2 people found the following review helpful.| Nothing New - Way Too Simple|By J. N. Storey|This book is low on content and detail and really a| |Abbott’s scientific methods are a revelation. His grocery store express lane model is perfect for introducing queuing theory. -- Dwight Brown, CEO Cobb Energy

The Executive Guide offers innovative solutions by identifying the key monito

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 t...

You easily download any file type for your device.The Executive Guide to Call Center Metrics   |  James C Abbott. A good, fresh read, highly recommended.

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