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 qins and outsq of benchmarking.aquot;Call Center Benchmarking is a refreshingly practical guide for novices as well as industry experts. ... Wayne I. Cutter, Managing Director, Novation Associates, Ltd. aquot;This book goes way beyond the limited number of metrics most call centers look at and identifies areas you may ... He specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest inanbsp;...
|Title||:||Call Center Benchmarking|
|Author||:||Jon Anton, David Gustin|
|Publisher||:||Purdue University Press - 2000|