Call Center Benchmarking: Deciding If Good is Good Enough (Customer access management) (Paperback)
$19.95 - Free shipping worldwide (to United States and
all these other countries) Usually dispatched within 48 hours | |Short Description for Call Center Benchmarking 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 equatio...
Full description- Publisher: Purdue University Press
- Published: 15 June 2000
- Format: Paperback 108 pages
- See: Full bibliographic data
- Categories: Banking | Business & Management | Quality Assurance (QA) & Total Quality Management (TQM) | Personnel & Human Resources Management | Production & Quality Control Management | Customer Services | Office Systems & Equipment | Postal & Telecommunications Industries
- ISBN 13: 9781557532152 ISBN 10: 155753215X
- Sales rank: 720,507
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Full description for Call Center Benchmarking
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.
