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Call center benchmarking : deciding if good is good enough /
Annotation 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 l...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
West Lafayette, Ind. :
Ichor Business Books/Purdue University Press,
©2000.
|
| Colección: | Customer access management.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 003 | OCoLC | ||
| 005 | 20240329122006.0 | ||
| 006 | m o d | ||
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| 035 | |a (OCoLC)83132929 |z (OCoLC)961662529 |z (OCoLC)962688251 |z (OCoLC)1058135932 | ||
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| 082 | 0 | 4 | |a 658.5/62 |2 21 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Anton, Jon. | |
| 245 | 1 | 0 | |a Call center benchmarking : |b deciding if good is good enough / |c by Jon Anton and David Gustin ; assisted by Stijn Spit. |
| 260 | |a West Lafayette, Ind. : |b Ichor Business Books/Purdue University Press, |c ©2000. | ||
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Customer access management | |
| 500 | |a Title from title screen. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 520 | 8 | |a Annotation 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 | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Benchmarking (Management) |z United States. | |
| 650 | 0 | |a Call centers |z United States |x Management. | |
| 650 | 6 | |a Étalonnage concurrentiel |z États-Unis. | |
| 650 | 6 | |a Centres d'appels (Affaires) |z États-Unis |x Gestion. | |
| 650 | 7 | |a Benchmarking (Management) |2 fast | |
| 650 | 7 | |a Call centers |x Management |2 fast | |
| 651 | 7 | |a United States |2 fast |1 https://id.oclc.org/worldcat/entity/E39PBJtxgQXMWqmjMjjwXRHgrq | |
| 700 | 1 | |a Gustin, David, |d 1962- |4 aut |1 https://id.oclc.org/worldcat/entity/E39PCjGTjdj44TDXFQFpWX4F83 | |
| 700 | 1 | |a Spit, Stijn. |4 aut | |
| 830 | 0 | |a Customer access management. | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3398635 |z Texto completo |
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| 938 | |a EBL - Ebook Library |b EBLB |n EBL3398635 | ||
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