The Executive Guide to Call Center Metrics

by James C. Abbott

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.

Paperback

First published April 15, 2004

Reviews

[Gabby]

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.

[Chris Condie · Rating 2 out of 5]

Somewhat useful. It is helpful to have a strong background in statistics if you are to read this book.

[Lori Grant · Rating 4 out of 5]

A should-read book on performance management for knowledge workers, managers, executives, and entrepreneurs.