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Preparing Call Center Metrics

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Preparing Call Center Metrics image
ISBN-10:

188735509X

ISBN-13:

9781887355094

Author(s): Abbott, James C.
Released: Apr 19, 2016
Publisher: Robert Houston Smith Publishers
Format: Paperback, 304 pages
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Description:

This book is the companion to "The Executive Guide to Call Center Metrics" providing the details for how to prepare call center metrics. Metrics are tools for effective decision-making. This book will show you how to prepare, read, and use both strategy and tactical views of the metrics. This book explains the importance of variability and how to monitor it. This book is the perfect lead in to building a six sigma call center operation.

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