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Unformatted text preview: niversity’s Center for Customer-Driven Quality.
He specializes in enhancing customer service strategy through inbound
call centers, and e-business centers, using the latest in
telecommunications (voice), and computer (digital) technology. He also
focuses on using the Internet for external customer access, as well as
Intranets and middleware.
Since 1995, Dr. Jon has been the principal investigator of the Purdue
University Call Center Benchmark Research. This data is now collected at the
BenchmarkPortal.com Web site, where it is placed into a data warehouse that currently
contains over ten million data points on call center performance. Based on the analysis of
this data, Dr. Jon authors the following monthly publications: “The Purdue Page” in Call
Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry
Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the
Call Center Manager’s Report.
Dr. Jon has assisted over 400 companies in improving their customer service
strategy/delivery by the design and implementation of inbound and outbound call centers,
as well as in the decision-making process of using teleservices providers for maximizing
service levels while minimizing costs per call. In August of 1996, Call Center Magazine
honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center
industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In
January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by
Help Desk 2000. Dr. Jon is also a member of the National Committee for Quality
Dr. Jon has guided corporate executives in strategically re-positioning their call centers
as robust customer access centers through a combination of benchmarking, reengineering, consolidation, outsourcing, and Web-enablement. The resulting single point
of contact for the customer allows business to be conducted anywhere, anytime, and in
any form. By better understanding the customer lifetime value, Dr. Jon has developed
techniques for calculating the ROI for customer service initiatives.
Dr. Jon has published 117 papers on customer service and call center methods in
industry journals. In 1997, one of his papers on self-service was awarded the best article
of the year by Customer Relationship Management Magazine.
Dr. Jon has published twenty-four professional books:
1. Enabling IVR Self-Service with Speech Recognition
2. Contact Center Management By The Numbers
3. Managing Web-Based Customer Experiences
4. From Cost to Profit Center: How Technology Enables the Difference
5. Customer Service and the Human Experience: We, the People, Make a Difference
6. Customer Service at a Crossroads
Copyright © 121 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report 7. Offshore Outsourcing Opportunities
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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 University-West Lafayette.
- Fall '08