Call Center Benchmarking
by Jon Anton and David Gustin
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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.
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Subjects
Management, Nonfiction, Business, Customer services, Office systems & equipment, Postal & telecommunications industries, Production & quality control management, Quality Assurance (QA) & Total Quality Management (TQM), Call centers, Banks And Banking, Business & Economics, Business / Economics / Finance, United States, Reference, Customer Service, Business & Economics / Human Resources & Personnel Management, ICHOR Business Book, Banks & Banking, Benchmarking (Management), Benchmarking (management)Showing 2 featured editions. View all 2 editions?
| Edition | Availability |
|---|---|
1
Call Center Benchmarking
2005, Purdue University Press, Ichor Business Books/Purdue University Press
eBook
in English
155753215X 9781557532152
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WorldCat
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2
Call Center Benchmarking (Deciding If Good Is Enough)
June 15, 2000, Purdue University Press
Paperback
in English
155753215X 9781557532152
|
zzzz
Libraries near you:
WorldCat
|
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| August 18, 2020 | Edited by ImportBot | import existing book |
| July 31, 2019 | Edited by MARC Bot | associate edition with work OL15171724W |
| July 22, 2019 | Edited by MARC Bot | remove fake subjects |
| July 14, 2017 | Edited by Mek | adding subject: Internet Archive Wishlist |
| June 30, 2010 | Created by ImportBot | new OverDrive book |