The Executive Guide to Call Center Metrics
15 ratings by Goodreads
Language: English
Published by Robert Houston Smith Publishers, 2012
- Softcover
- Used
Seller: World of Books Inc, Montgomery, IL, U.S.A.World of Books Inc
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Item description from seller
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.
Seller Inventory # CIN1887355081VG
- Title
- The Executive Guide to Call Center Metrics
- Author
- James C Abbott
- Publisher
- Robert Houston Smith Publishers
- Publication year
- 2012
- Condition
- Very Good
- Binding
- Paperback
- Language
- English
- ISBN 10
- 1887355081
- ISBN 13
- 9781887355087
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.
"Synopsis" may belong to another edition of this title.
About the Author
James Abbott has made a career out of taking technical topics and explaining them so that anyone can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandmas biscuits and a visit to the grocery store to explain scientific concepts like queuing theory and reporting metrics.
James isnt afraid to get his hands dirty. In the course of his coaching and engineering hes worked alongside electric engine assemblers, in a high-pressure call center, and on the third shift of an IT help desk. It is his ability to learn a businessfrom the ground upthat has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.
Though he has worked throughout the Western Hemisphere, Jamess home is in Greenville, South Carolina. He is the author of thirteen books.
James isnt afraid to get his hands dirty. In the course of his coaching and engineering hes worked alongside electric engine assemblers, in a high-pressure call center, and on the third shift of an IT help desk. It is his ability to learn a businessfrom the ground upthat has allowed James to develop methods and tools for everyone from the CEO to the custodial staff.
Though he has worked throughout the Western Hemisphere, Jamess home is in Greenville, South Carolina. He is the author of thirteen books.
"About the title" may belong to another edition of this title.
World of Books Inc
Montgomery, IL, U.S.A.
2-star seller
AbeBooks seller since March 23, 2026
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