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E-book
Author Anton, Jon

Title Call center benchmarking : deciding if good is good enough / by Jon Anton and David Gustin ; assisted by Stijn Spit
Published West Lafayette, Ind. : Ichor Business Books/Purdue University Press, ©2000

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Description 1 online resource
Series Customer access management
Customer access management.
Summary Annotation 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
Notes Title from title screen
Bibliography Includes bibliographical references and index
Subject Benchmarking (Management) -- United States
Call centers -- United States -- Management
Benchmarking (Management)
Call centers -- Management
United States
Form Electronic book
Author Gustin, David, 1962-
Spit, Stijn.