Summary:

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.

Book Details:

Physical Description: 6.0"x8.8"x0.5"; 190 pages; 0.7 lb
Edition Info: Paperback; 2004-04-15

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