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executive guide to call center metrics

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Published by Robert Houston Smith Publishers in Greenville, SC .
Written in English

Subjects:

  • Call centers -- Management.,
  • Telephone stations -- Management.,
  • Customer services.,
  • Customer relations.

Book details:

Edition Notes

Includes index.

Other titlesCall center metrics
Statementby James C. Abbott.
Classifications
LC ClassificationsHE8788 .A23 2004
The Physical Object
Paginationvi, 190 p. :
Number of Pages190
ID Numbers
Open LibraryOL3327736M
ISBN 101887355081
LC Control Number2004302177
OCLC/WorldCa55608137

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  The Executive Guide to Call Center Metrics by James C. Abbott. Goodreads helps you keep track of books you want to read. Start by marking “The Executive Guide to Call Center Metrics” as Want to Read: Want to Read. saving. Want to Read. Currently Reading/5(15).   This book is the companion to "The Executive Guide to Call Center Metrics" providing the details for how to prepare call center metrics. Metrics are tools for effective decision-making. This book will show you how to prepare, read, and use both strategy and tactical views of the metrics. SHFYWO8YWV4X Doc // The Executive Guide to Call Center Metrics The Executive Guide to Call Center Metrics Filesize: MB Reviews This publication is great. It is full of wisdom and knowledge You will not really feel monotony at at any time of the time (that's what catalogs are for relating to when you ask me). (Dr. Everett Dicki DDS) DISCLAIMER | DMCA.   The Executive Guide to Call Center Metrics Paperback – Aug. 27 by James C Abbott (Author) out of 5 stars 6 ratings. See all formats and editions Hide other formats and editions. Amazon Price New from Used from Paperback "Please retry" CDN$ CDN$ /5(6).

The Ultimate Guide to Call Center Metrics that Matter Most There are many agent metrics indicative of agent behavior that you can use to coach/mentor your staff to improve their performance. Some of these include: Average handle time, number of transferred. in after call work from handling a customer call. § Since agentscannot control their own occupancy this metric is a “big picture” metric which provides a high level snap shot of how resources are being used. Inversely, it reflects how much time call center agentson average are “waiting” for a call. § An 85% occupancy rate means that 15%. Call Center Metrics: Key Performance Indicators (KPIs) Edited by Brad Cleveland and Debbie Harne Post Office Box • Annapolis, Maryland • • Fax: ICMI Tutorials TU Call Center Metrics.   FREE DOWNLOAD The Executive Guide to Call Center Metrics READ ONLINE CLICK HERE ?book=

Call Center Metrics 3 tactical needs by making tactical decisions and conducting tactical analysis. Clearly then, we must have tools available to us to measure the call center facility's unique metrics both strategically and tactically. Call Center Metric Report Format A standard format makes reading the story of our call center simple and easy.   The Executive Guide to Call Center Metrics James C Abbott. out of 5 stars Paperback. $ Call Center Rocket Science: Tips to Creating a World Class Customer Service Organization Randy Rubingh. out of 5 stars Paperback. $ Call 5/5(1). James C. Abbott is the author of The Executive Guide to Call Center Metrics ( avg rating, 15 ratings, 3 reviews, published ), The Executive Guide /5. James Abbott has produced a handbook that is required reading for all Call Center Managers. It provides a step-by-step method for metrics creation and why improvement is not possible unless you can measure Call Center activity. This book must be on every employees desk in the Call Center and the Metrics should be based on this book/5.