95 minimizing agent turnover the biggest challenge

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Unformatted text preview: s until you have found the one that best fits you, your company, and your organization’s culture. ISBN 0-915910-43-8 By Dr. Jon Anton Price: $33.95 Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy. ISBN 0-9719652-4-2 By Dr. Jon Anton and Mike Murphy Price: $35.95 Minimizing Agent Turnover: The Biggest Challenge for Customer Contact Centers Some agent turnover can be functional, but most turnover is dysfunctional and can be very expensive. This book explores the types of turnover, including internal versus external; and documents the typical causes of agent turnover. Most importantly, this book describes a methodology for diagnosing the root causes of your agent turnover, and suggests improvement initiatives to minimize agent turnover at your customer contact center. ISBN 0-9630464-2-X By Dr. Jon Anton and Anita Rockwell Price: $39.99 Offshore Outsourcing Opportunities For call center executives wanting to explore and understand the benefits of offshore outsourcing, the authors have brought together ‘under one cover’ a comprehensive guide that takes the reader through each step of the complex issues of outsourcing customer service telephone calls to agents in another country. With the pressure of today’s competitive climate forcing companies to take a hard look at providing higher quality customer services at lower costs, this book is a “must read” for every call center executive. ISBN 0-9719652-3-4 By Dr. Jon Anton and John Chatterley Price: $34.99 © Copyright 2005 BenchmarkPortal, Inc. 190 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing Optimizing Outbound Calling: The Strategic Use of Predictive Dialers The content of the book is organized in such a way as to assist the reader in understanding the complete end-toend process of automated outbound call dialing. Specifically, the reader will find the following steps described in detail: a) preparing a needs assessment, b) selecting and contracting a predictive dialer supplier, c) implementing a predictive dialer solution, d) applying change management principles to ensure “buy-in” by existing agents, d) handling and using dialer reports, and finally, e) benchmarking dialer improvements to ensure attaining the anticipated ROI. ISBN 0-9719652-2-6 By Jon Anton and Alex G. Demczak Price: $39.99 Selecting a Teleservices Partner: Sales, Service, and Support This book tackles one of to...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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