Goodreads helps you keep track of books you want to read.
Start by marking “The Executive Guide to Call Center Metrics” as Want to Read:
The Executive Guide to Call Center Metrics
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, ...more
Published August 27th 2012 by Robert Houston Smith Publishers
(first published April 15th 2004)
To see what your friends thought of this book, please sign up.
I have worked in call centers and the only thing you know about metrics is : "Reach this number of you are out of here." Only the gods of upper levels know the meaning of the numbers. Would be nice to know how they got them and what they want all their humble head-set wearing slaves to do about them.