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Benchmarking at Its Best for Contact Centers

Bruce L. Belfiore, Jon Anton

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ISBN 10: 0971965250 / ISBN 13: 9780971965256
Published by The Anton Press
Used Condition: VERY GOOD Soft cover
From OwlsBooks (Toledo, MD, U.S.A.)

AbeBooks Seller Since June 26, 2006

Quantity Available: 1

About this Item

Very Good copy, cover and pages show some wear from reading and storage. Binding may have light creases. Lots of life left in these pages. Bookseller Inventory # 2511768740

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Bibliographic Details

Title: Benchmarking at Its Best for Contact Centers

Publisher: The Anton Press

Binding: Paperback

Book Condition:VERY GOOD

About this title

Synopsis:

Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today’s environment requires benchmarking. Includes valuable information on how to benchmark through BenchmarkPortal and describes the latest products and processes to help you get the most from this crucial activity. Also addresses emerging best practices in key areas such as: customer satisfaction measurement and using the voice of the customer for monitoring and coaching, agent satisfaction measurement, as well as the new symbolic language for desktop software that will reduce the time of data entry and interpretation for your agents in the future.

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