The Executive Guide to Call Center Metrics

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.Utility companies provide services like electricity, power, sewage, water, and so on. ... The telecommunications industry provides voice and data communication in many forms such as cell phones, phone lines, and Internet service. They use call centers for product hookup, connection, service problems, and maintenance.

Title:The Executive Guide to Call Center Metrics
Author:James C. Abbott
Publisher:Robert Houston Smith Publishers - 2004


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