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.

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.

"Sobre este t�tulo" puede pertenecer a otra edici�n de este libro.

Descripci�n de la librer�a

Better World Books is a for-profit, socially conscious business and a global online bookseller that collects and sells new and used books online, matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the U.S., the UK, and around the world. Since its launch in 2003, Better World Books has raised over $35 million for libraries and literacy, donated over 38 million books, and reused or recycled more than 475 million books.

Ver la p�gina web de la librer�a

Informaci�n empresarial del vendedor

Better World Books Marketplace, Inc.
55742 Currant Road, Mishawaka, IN, 46545, U.S.A.

Condiciones de venta y env�o

Condiciones de venta

Better World Books (BWB) values your satisfaction and offers you returns within thirty (30) days after the estimated delivery date on most items. All returned items must be in the original condition; used items should include the SKU sticker located on the spine or back of the product.

If you have an incomplete, incorrect, or damaged shipment, please contact our Customer Care team via Abebooks contact seller options before proceeding with the return.Please keep in mind that because we deal mostl...

M�s informaci�n