Call Center Benchmarking. How Good is "Good Enough" - Couverture souple

Anton, Jon; Gustin, David; Spit, Stijn

 
9781557532152: Call Center Benchmarking. How Good is "Good Enough"
Couverture souple
ISBN 10 : 155753215X ISBN 13 : 9781557532152
Editeur : Purdue University Press, 2000

Synopsis

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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À propos de l?auteur

Jon Anton specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest telecommunications and computer technology. He has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers. Dr. Anton is the author of 48 papers and 5 books on customer service and call center methods; and in 1996, Call Center Magazine selecting him as an Original Pioneer of the emerging call center industry.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Purdue University Press
Date d'édition
2000
Langue
anglais
ISBN 10 
155753215X
ISBN 13 
9781557532152
Reliure
Broché
Nombre de pages
84
Coordonnées du fabricant
non disponible
Personne responsable
non disponible