Call Center Benchmarking (Deciding If Good Is Enough)
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Word Count
27,000 words, Guess
Page Count
108 pages
Physical Format
Paperback
Identifiers
- Open LibraryOL24303421M
- ISBN-10155753215X
- OCLC Control Number43567444
- Library of Congress Control Number00027224
- OverDrive846876F5-9EF6-44FD-9D19-1BC55E4593BC
Description
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.
First Sentence
Today's line managers and corporate executives have an overwhelming amount of information available to them to aid in the decision-making process.
Subjects
Topics
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