The Executive Guide to Call Center Metrics
| Author | : | |
| Rating | : | 4.56 (582 Votes) |
| Asin | : | 1887355081 |
| Format Type | : | paperback |
| Number of Pages | : | 190 Pages |
| Publish Date | : | 2014-11-01 |
| Language | : | English |
DESCRIPTION:
James isn’t afraid to get his hands dirty. . Inspired by the great Southern tradition of storytelling, James uses anecdotes about Grandma’s biscuits and a visit to the grocery store to explain scientific concepts like queuing theory and reporting metrics. A professional engineer for more than 30 years, James learned early on that even the
Abbott’s scientific methods are a revelation. -- Dwight Brown, CEO Cobb EnergyThe Executive Guide offers innovative solutions by identifying the key monitoring metrics to measure processes and quantify results. -- L. John Arbizzani, Chairman Ameri-Force, Inc.. His grocery store express lane model is perfect for introducing queuing theory
S. Duenser said Doesn't deliver much useful content, very poorly written. Speaking as someone with six years of call center planning and change management experience, don't waste your time with this offering. Despite the title, you won't walk away understanding which metrics are important in managing a call center.The book takes 190 pages to say what could have been said in 19. Spelling and grammar errors abound, as if the book wasn't even proofread. I've rarely seen such poor writing published. Tables and graphs are unprofessional looking, sometimes illegible, and in one case completely missing. A cursory example of grocery store checkout lanes substitutes for a real explanation of Erlang queuing theory. Paul B said Bringing Call Centers Into The "Bringing Call Centers Into The 21st Century" according to Paul B. From the introduction this book explains how metrics must be more than just numbers or report cards. They are proactive tools to get much more out of your call center. The book then sets out ways to create powerful metrics that lead to winning decisions for your center.Chapter One: Having It AllThe first chapter looks at why modern metrics are required in centers with numerous monitors. Old ways of thinking will not do. Everyday, real world examples are given to highlight critical metric sources. These are a must in balacing wait time, cost and performance.Chapter Two: Call Center MetricsThis chapter begins with Abbott's signature . 1st Century. From the introduction this book explains how metrics must be more than just numbers or report cards. They are proactive tools to get much more out of your call center. The book then sets out ways to create powerful metrics that lead to winning decisions for your center.Chapter One: Having It AllThe first chapter looks at why modern metrics are required in centers with numerous monitors. Old ways of thinking will not do. Everyday, real world examples are given to highlight critical metric sources. These are a must in balacing wait time, cost and performance.Chapter Two: Call Center MetricsThis chapter begins with Abbott's signature . A book about metrics & statistics but not about call center Justen Moeller Based on the title I was expecting a lot about call center specific metrics. This is not the case. The focus is on statistics and metrics for tactical purpose (Quality Control Chart) and strategic view (Distribution, standard deviation). If you are familar with QC charts and statistics then the book does not have to offer a lot. For call center metrics it mentions only a few examples like abandonment rate or wait time in some sample. I was looking for an exhaustive list of call center metrics.
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.. 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. As the cost of doing business increases, call centers and help desks are frequently moving overseas