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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.
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.
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.
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.
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
By Dr. Jon Anton and Natalie L. Petouhoff Price: $33.33
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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