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Call Center Benchmarking (Deciding If Good Is Enough) by Jon Anton

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Published by Purdue University Press .
Written in English


  • Customer services,
  • Office systems & equipment,
  • Postal & telecommunications industries,
  • Production & quality control management,
  • Quality Assurance (QA) & Total Quality Management (TQM),
  • Call centers,
  • Banks And Banking,
  • Business & Economics,
  • Business / Economics / Finance,
  • United States,
  • Reference,
  • Customer Service,
  • Business & Economics / Human Resources & Personnel Management,
  • ICHOR Business Book,
  • Banks & Banking,
  • Benchmarking (Management),
  • Management

Book details:

The Physical Object
Number of Pages108
ID Numbers
Open LibraryOL8600632M
ISBN 10155753215X
ISBN 109781557532152

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Call Center Benchmarking: Was die Besten anders machen und wie Sie davon profitieren können (German Edition) (German) Softcover reprint of the original 1st ed. Edition by Anton Meyer (Author), Roland Kantsperger (Author) out of 5 stars 1 rating. ISBN Reviews: 1. Call Center Benchmarking: How Good is "Good Enough" or practice requires your organization to carefully scrutinize its own processes prior to starting the benchmarking effort. This book will provide you with the necessary steps to take in your benchmarking efforts and will show you what aspects to take into account in order to make. ing benchmarking to identify best-in-class business practices, which, when implemented correctly, lead to exceptional performances. This book will focus on the use and the importance of bench- marking in the United States call center industry and will address. This page benchmarking report includes benchmarking data for 26 call center KPIs including Occupancy Rate, Average Talk Time, Call Forecasting Accuracy and more. Each KPI in this report includes a chart outlining high-to-low performer data, a detailed KPI definition, calculation instructions and a summary of high-performing company attributes.

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