AnyBook4Less.com	Find the Best Price on the Web Order from a Major Online Bookstore
Home  |  Store List  |  FAQ  |  Contact Us  |
Ultimate Book Price Comparison Engine Save Your Time And Money Keyword AuthorISBN

Title: Call Center Benchmarking (Deciding If Good Is Enough) by Jon Anton, David Gustin, Stijn Spit, Ichor ISBN: 1-55753-215-X Publisher: Purdue University Press Pub. Date: 15 June, 2000 Format: Paperback Volumes: 1 List Price(USD): $43.95

Your Country USA Canada United Kingdom Australia Austria Belgium France Germany Italy Netherlands Switzerland Currency AutoUSD CAD GBP EUR AUD CHF Delivery Only cheapest delivery All delivery options Include Used Books Are you a club member of: Barnes and Noble Books A Million Chapters.Indigo.ca

Average Customer Rating: 2.67 (3 reviews)

Rating: 1
Summary: Not worth a dime....
Comment: The review title says it all.....

Rating: 3
Summary: Very high level of details
Comment: Goog book, but you have treat it as the entry level for the subject of call center benchmarking. You will not find the detailed information but, as the trade off, it's presenting a comprehensive overview of the subject. So can be used as a guidline for your activities in this area.

Rating: 4
Summary: Call Center Benchmarking - useful, credible, to the point
Comment: If your criterion for a good book is the number of times you use it, then you are likely to consider this an exceptionally good book. I turned to it initially for perspective on call center benchmarking and found what I was looking for. In the process, I found a good deal more. For example:

 Benchmarking philosophy and rules. The path from benchmarking research to performance and outcome improvement sometimes gets murky. The authors identify ambushes and traps and give clear rules for avoiding them.  High yield call center operations. Nine areas of key call center operations along with measures are identified. These comprise the book's most valuable contribution. The nine areas provide benchmark points and measurement how-to's. They also offer a paradigm for taking inventory of your operation as well as assessing your performance in multiple areas.  Efficiency versus effectiveness. Call center efficiency is differentiated from effectiveness - an important distinction as call centers embrace goals of customer satisfaction and loyalty at the same time that they struggle with productivity and efficiency.  National benchmarking data. A wealth of benchmarking data already exists. The book tells you how and where to find it. This is a simple book. It is short, easy to read and credible. It's useful. It's good.

Similar Books:

	Title: Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment by Brad Cleveland, Julia Mayben, Gordon F., Jr. MacPherson ISBN: 0965909301 Publisher: Call Center Pr Pub. Date: 1999 List Price(USD): $34.95
	Title: How to Conduct a Call Center Performance Audit: A to Z by Dr. Jon Anton, Dru Phelps ISBN: 0963046462 Publisher: The Anton Press Pub. Date: 01 September, 2002 List Price(USD): $34.99
	Title: Call Center Operations: A Guide for Your Journey to Best-Practice Processes by Becki Hack, Peggy Newton, Trip Wyckoff ISBN: 1928593232 Publisher: American Productivity & Quality Center Pub. Date: 02 August, 2000 List Price(USD): $19.95
	Title: Call Center Forecasting and Scheduling : The Best of Call Center Management Review by Gerry Barber, Brad Cleveland, Henry Dortmans, Greg Levin, Gordon Mac Pherson, Ann Smith ISBN: 0965909360 Publisher: Call Center Press Pub. Date: September, 2000 List Price(USD): $16.95
	Title: Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy by Lori Bocklund, Dave Bengtson ISBN: 0970950780 Publisher: Call Center Press Pub. Date: June, 2002 List Price(USD): $39.95