{"product_id":"the-executive-guide-to-call-center-metrics-9781887355087","title":"The Executive Guide to Call Center Metrics","description":"As the cost of doing business increases, call centers and help desks are frequently moving overseas. 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. 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=AUTH-3376298\"\u003eJames C. Abbott\u003c\/a\u003e\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Robert Houston Smith Publishers\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 08\/27\/2012\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 190\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.72lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.84h x 6.02w x 0.51d\u003cbr\u003e\u003cb\u003eISBN13:\u003c\/b\u003e 9781887355087\u003cbr\u003e\u003cb\u003eISBN10:\u003c\/b\u003e 1887355081\u003cbr\u003e\u003cb\u003eBISAC Categories:\u003c\/b\u003e\u003cbr\u003e- \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=CAT-TEC\"\u003eTechnology \u0026amp; Engineering\u003c\/a\u003e | \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=BISAC-TEC041000\"\u003eTelecommunications\u003c\/a\u003e\u003cbr\u003e- \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=CAT-BUS\"\u003eBusiness \u0026amp; Economics\u003c\/a\u003e | \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=BISAC-BUS018000\"\u003eCustomer Relations\u003c\/a\u003e\u003cbr\u003e- \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=CAT-BUS\"\u003eBusiness \u0026amp; Economics\u003c\/a\u003e | \u003ca href=\"https:\/\/sureshotbooks-com.myshopify.com\/search?type=product%2Carticle%2Cpage\u0026amp;q=BISAC-BUS070080\"\u003eIndustries | Service\u003c\/a\u003e\u003cbr\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003eJames Abbott has made a career out of taking technical topics and explaining them so that anyone 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. \u003cbr\u003eJames 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 call center, and on the third shift of an 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. \u003cbr\u003eThough he has worked throughout the Western Hemisphere, James's home is in Greenville, South Carolina. He is the author of fourteen books.\u003c\/p\u003e\u003cp\u003e\u003ci\u003eThis title is not returnable\u003c\/i\u003e\u003cbr\u003e\u003c\/p\u003e","brand":"Robert Houston Smith Publishers","offers":[{"title":"Default Title","offer_id":44706485502189,"sku":"9781887355087","price":49.93,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0550\/8097\/6621\/products\/img_1b837a7f-a657-4bf9-a774-b1e3064ab0e7.jpg?v=1703955101","url":"https:\/\/sureshotbooks.com\/es\/products\/the-executive-guide-to-call-center-metrics-9781887355087","provider":"SureShot Books Publishing LLC","version":"1.0","type":"link"}