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Enabling ivr self service with speech recognition 2

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Unformatted text preview: ptimizing Outbound Calling 9. Customer Relationship Management Technology 10. Customer Obsession: Your Roadmap to Profitable CRM 11. Integrating People with Process and Technology 12. Selecting a Teleservices Partner 13. How to Conduct a Call Center Performance Audit: A to Z 14. 20:20 CRM A Visionary Insight into Unique Customer Contact 15. Minimizing Agent Turnover 16. e-Business Customer Service 17. Customer Relationship Management 18. Call Center Performance Enhancement Using Simulation and Modeling 19. Call Center Benchmarking: How Good is “Good Enough” 20. Listening to the Voice of the Customer 21. Contact Center Management by the Numbers 22. Customer Relationship Management: Making Hard Decisions with Soft Numbers 23. Inbound Customer Contact Center Design 24. Computer-Assisted Learning Dr. Jon is the editor for a series of professional books entitled Customer Access Management, published by the Purdue University Press. Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University. Dr. Jon can be reached at 765.494.8357, or at <DrJonAnton@BenchmarkPortal.com>. © Copyright 2005 BenchmarkPortal, Inc. 122 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. FREQUENTLY ASKED QUESTIONS FROM THE POPULAR “ASK DR. JON” COLUMN Copyright © 123 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Q & A Category: “Call Center Performance Evaluation” Question Are the any client references that you can offer for Benchmarking? Answer Yes, we have many companies willing to talk to you about their benchmarking experience. We do not just give out names and email address, because we need to know who you are, and what industry you’re in, and then connect you with the best reference. I suggest you email me at DrJonAnton@BenchmarkPortal.com with your details. Do your senior executives respond to results from call As C-level interest in call center operations as grown center performance benchmark studies? over the years, more executives are asking the questions “How good of a job are we doing?” and “How good is good enough?” As interest in call center performance has grown, they are becoming aware that the most direct path to answering these questions is through benchmark studies comparing themselves with other similar call centers. Our call center is looking for the Original Online I hope...
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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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