Preparing Call Center Metrics - Softcover

Abbott, James C

9781887355094: Preparing Call Center Metrics

Softcover

ISBN 10: 188735509X ISBN 13: 9781887355094

Publisher: Robert Houston Smith Publishers, 2016

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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. This book explains the importance of variability and how to monitor it. This book is the perfect lead in to building a six sigma call center operation.

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About the Author

James Abbott is an author, teacher, developer, and consultant, and the president of Abbott Associates Inc., based in Greenville, South Carolina. He is on the faculty of the College of Engineering at the University of Arizona in Tucson, Arizona. James Abbott has made a career out of taking technical topics and explaining them so that "the rest of us" can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation. 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. James isn t afraid to get his hands dirty. In the course of his coaching and engineering he s worked alongside electric engine assemblers, in a high-pressure customer care center, and on the third shift of a global IT help desk. It is his ability to learn a business from the ground up that has allowed James to develop methods and tools for everyone from the CEO to the custodial staff. Though he has worked throughout the Western Hemisphere, James s home is in Greenville, South Carolina. He is the author of ten books including his best selling "The Executive Guide to Call Center Metrics."

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