Benchmarking at Its Best for Contact Centers

Bruce L. Belfiore, Jon Anton

Published by The Anton Press
ISBN 10: 0971965250 / ISBN 13: 9780971965256
Used / Paperback / Quantity Available: 0
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Light rubbing wear to cover, spine and page edges. Very minimal writing or notations in margins not affecting the text. Possible clean ex-library copy, with their stickers and or stamp(s). Bookseller Inventory #

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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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Bibliographic Details

Title: Benchmarking at Its Best for Contact Centers
Publisher: The Anton Press
Binding: Paperback
Book Condition: VERY GOOD

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