Call Center Benchmarketing: How Good is "Good Enough" (Customer Access Management)
Anton, Jon; Gustin, David
ISBN 10: 155753215X ISBN 13: 9781557532152
Editorial: Purdue University Press, 2000
Usado
Encuadernación de tapa blanda
Librería:
World of Books (was SecondSale), Montgomery, IL, Estados Unidos de America
Calificación del vendedor: 5 de 5 estrellas
Vendedor de AbeBooks desde 20 de diciembre de 2007
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Descripción
Descripción:
Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc. N° de ref. del artículo 00057045292
Sinopsis:
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.
Acerca del autor: 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.
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Detalles bibliográficos
Título: Call Center Benchmarketing: How Good is "...
Editorial: Purdue University Press
Año de publicación: 2000
Encuadernación: Encuadernación de tapa blanda
Condición: Good
Edición: 3ª Edición