The Executive Guide to Call Center Metrics

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Binding: Paperback Dewey Decimal Number: 658.812 EAN: 9781887355087 ISBN: 1887355081 Label: Robert Houston Smith Publishers Manufacturer: Robert Houston Smith Publishers Number Of Items: 1 Number Of Pages: 190 Publication Date: 2004-04-15 Publisher: Robert Houston Smith Publishers Studio: Robert Houston Smith Publishers
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Editorial Reviews: 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.
Spotlight customer reviews: Customer Rating: Summary: Failed to deliver on its title Comment: This book missed the mark in so many ways that I am baffled by earlier positive reviews. It is poorly written, ineptly edited, repetitive and confusing. Perhaps most importantly, it offers little real substance regarding how to use the most important call center metrics to manage a call center. More a primer on statistical process control, this book is certainly not geared for most call center executives. Customer Rating: Summary: Great and clear book Comment: This book was really helpful to organize and explain metrics. The explanation of strategic and tactical views of the metrics was what I really needed. What was neat was how it explained the metrics with very practical examples that everyone can explain. One example of this is the use of a grocery store checkout to explain which metrics to use. Great book and great value. Customer Rating: Summary: Call Center Metrics Comment: This is a fantastic resource for anyone trying to figure out how to measure their Call Center performance. Because Call Center services and types vary so greatly, using the wrong metrics can send executives in the wrong direction and greatly impact the staff and performance of the Call Center. This book is a phenomenal resource in determining what Call Center Metrics are and what they are not. Customer Rating: Summary: Required Reading For All Call Center Managers Comment: James Abbott has produced a handbook that is required reading for all Call Center Managers. It provides a step-by-step method for metrics creation and why improvement is not possible unless you can measure Call Center activity. This book must be on every employees desk in the Call Center and the Metrics should be based on this book. The books 11 chapters are easy to read and understand. James clearly outlines the reasons why metrics must be real time and the benefit in performance associated with this method. You should read this book, as I did, just to understand how implementation of this methodology will cut costs and improve customer satisfaction. John Washburn Colorado Customer Rating: Summary: Bringing Call Centers Into The 21st Century Comment: 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 All The 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 Metrics This chapter begins with Abbott's signature approach to decision making and and the discussion of mstrics that compliment this approach. He introduces the unique Dependency Diagram and metric blueprint. On page 38 he lists six key proactive metrics. Chapter Three: Monitoring Metrics Chapter three makes cetain you are uaing clear thinking when monitoring your meticws. Again, real world examples and critical statistics are used to help you have a clear look at your center. Chapter Four: Metric Dashboard Using building blocks already mentioned this chapter begins putting together a call center dashboard. Who does what? How do we set it up? What is my part? Chapter Five and Six: Tactical Decisions and Metrics How do we know when real change has happened? What are the "alarms" to look for when monitoring the call center. We see how to read and use tactical metrics to avoid problems and run effective centers. Chapters Seven, Eight, Nine, Ten: Strategic Decisions & Metrics These chapters explain the strategic aspects of running your call center. They help you develop the strategic eye needed to bring your call center into the 21st century. The book ends with a review of benefits that come from the effective use of metrics and how that is achieved. If you have the difficult responaibility of runing a call center, you need this book. More Reviews