Call Center Metrics That Matter : Making the Organization Profitable

In this compelling book, the authors explore issues that matter to customers, issues that lead to corporate profitability, and issues on how to organize call center measurements that encompass a "matrix of solutions" that lead directly to customer, employee, and investor loyalty.

Over the past thirty years, most companies have incorporated at least one call center into their marketing mix.

Call Centers were originally established as part of a corporate cost containment strategy (call center contacts were less expensive than face-to-face interactions).

Now, however, call centers, in a great number of situations, generate the only contacts with clients.

The authors show how to take full advantage of the call centers' capability in order to gain a strategic advantage in the marketplace for the entire enterprise.