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Isbn 1 55753 182 x by jon anton vivek bapat bill hall

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Unformatted text preview: phasis on “self assessment.” The reader learns how to plan a benchmark, how to collect the correct performance data, how to analyze the data, and how to find improvement initiatives based on the findings. ISBN 1-55753-215-X By: Dr. Jon Anton Price: $39.95 Call Center Performance Enhancement - Using Simulation and Modeling This book provides its readers with an understanding about the role, value, and practical deployment of simulation an exciting technology for the planning, management, and analysis of call centers. The book provides useful guidelines to call center analysts, managers, and consultants who may be investigating or are considering the use of simulation as a vehicle in their business to responsibly manage change. ISBN 1-55753-182-X By: Jon Anton, Vivek Bapat, Bill Hall Price: $48.95 Contact Center Management “By the Numbers” With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web selfservice becomes key. The authors have written a very practical guide to managing a customer contact center “by the numbers.” In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the “numbers change,” and what remedies are best suited for specific performance gaps. ISBN 0-9761109-0-3 By: Dr. Jon Anton and Kamál Webb Price: $32.95 Customer Obsession: Your Roadmap to Profitable CRM Finally, here is a book that covers the complete “journey” of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, “Customer Obsession,” on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus. ISBN 0-9719652-0-X By: Ad Nederlof and Dr. Jon Anton Price: $24.95 © Copyright 2005 BenchmarkPortal, Inc. 188 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing Customer Relationship Management: The Bottom Line to Optimizing Your ROI Customer Relationship Management recommends effective initiatives toward improving customer service and managing change. Creative methodologies are geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. ISBN 0-13-099069-8 By Dr. Jon Anton and Natalie L. Petouhoff Price: $33.33 Customer Relationship...
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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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