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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 Assurance. 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 8. O...
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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.

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