Fast Shipping - Good and clean conditions used book. Pages and cover are intact. Limited notes marks and highlighting may be present. May show signs of normal shelf wear and bends on edges. Item may be missing CDs or access codes. May include library marks.

N� de ref. del art�culo ZWV.1887355081.G

Contactar al vendedor

Denunciar este art�culo

Detalles bibliogr�ficos

T�tulo: The Executive Guide to Call Center Metrics
Editor: Robert Houston Smith Publishers
Fecha de publicaci�n: 2012
Idioma: Ingl�s
ISBN 10: 1887355081
ISBN 13: 9781887355087
Encuadernaci�n: Encuadernaci�n de tapa blanda
Estado: good

Acerca de

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.

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

ZBK Books is an online retailer that specializes in the acquisition, sale, and recycling of books & media. We are dedicated to promoting sustainability, reducing waste, supporting literacy & education by giving used books a second life. Actively managing a growing inventory of over 300,000 units, ZBK is now processing, distributing, and reselling over 5 Million units/year B2B/B2C.

Ver la p�gina web de la librer�a

Informaci�n empresarial del vendedor

ZBK International Inc
352 Washington Ave, Carlstadt, NJ, 07072, U.S.A.

Condiciones de venta y env�o

Condiciones de venta

We guarantee the condition of every book as it's described on the Abebooks website.

In the event of an issue with your purchase (Incorrect Book/Not as Described/Damaged) or if the order hasn't arrived, you're eligible for a refund within 15 days of the estimated delivery date. Please contact us for further details regarding your issue via the orders' page under "Contact Bookseller."

If you've changed your mind about your order and if the item has not shipped yet, you can cancel your order via th...

M�s informaci�n

Condiciones de env�o

All domestic Standard shipments are sorted and distributed by DHL hubs as the first point of contact, then handed off to USPS for final delivery.

Free Shipping for All Domestic (US) Standard Orders

International shipments are tendered to the local postal service in the destination country for final delivery – We do not use courier services for international deliveries.

PLEASE NOTE:

Handling Time for All Orders: 2 Days