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The Executive Guide to Call Center Metrics
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The Executive Guide to Call Center Metrics

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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
Paperback
Published August 27th 2012 by Robert Houston Smith Publishers (first published April 15th 2004)
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Gabby
Oct 30, 2008 Gabby marked it as to-read
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.
Lori Grant
Mar 29, 2013 Lori Grant rated it really liked it
A should-read book on performance management for knowledge workers, managers, executives, and entrepreneurs.
Chris Condie
Mar 01, 2012 Chris Condie rated it it was ok
Somewhat useful. It is helpful to have a strong background in statistics if you are to read this book.
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