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Title details for Call Center Benchmarking by Jon Anton - Available

Call Center Benchmarking

How Good is "Good Enough"

by Jon Anton
David Gustin
ebook
1 of 1 copy available
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1 of 1 copy available
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.

Formats

  • Kindle Book
  • OverDrive Read
  • PDF ebook
Kindle restrictions

subjects

Languages

  • English

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