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The Executive Guide to Call Center Metrics: Photographs of the Congdon Estate's First 25 Years

The Executive Guide to Call Center Metrics: Photographs of the Congdon Estate's First 25 Years


en Limba Engleză Paperback – 26 aug 2012
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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Specificații

ISBN-13: 9781887355087
ISBN-10: 1887355081
Pagini: 190
Dimensiuni: 153 x 225 x 13 mm
Greutate: 0.33 kg
Editura: Robert Houston Smith Publishers

Notă biografică

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 businessfrom the ground upthat 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 offourteen books.

Descriere

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.