Artículos relacionados a The Executive Guide to Call Center Metrics

The Executive Guide to Call Center Metrics - Tapa blanda

Abbott, James C

 
9781887355087: The Executive Guide to Call Center Metrics
Tapa blanda
ISBN 10: 1887355081 ISBN 13: 9781887355087
Editorial: Robert Houston Smith Publishers, 2012

Sinopsis

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.

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Acerca del autor

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.

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Editorial
Robert Houston Smith Publishers
Año de publicación
2012
Idioma
Inglés
ISBN 10 
1887355081
ISBN 13 
9781887355087
Encuadernación
Tapa blanda
Número de páginas
198
Contacto del fabricante
Manufactured by Amazon on behalf of the author
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