Paperback - 108 pages
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.