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Unformatted text preview: t. Best Practices in Workforce Management Highlights of the reports: • Study Findings: What are the impact factors in best practice companies. • Workforce Optimization Cycle and Components • Forecasting and Scheduling Alternatives • Workforce Management Roles & Responsibilities • Workforce Management Metrics • Developing Optimal Schedules For more information on these reports, call: 805.614.0123 Ext. 21. © Copyright 2005 BenchmarkPortal, Inc. 186 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Services and Products Listing 10. The Anton Press The following pages contain a listing of our current books as well as an order form. Secure online ordering is available at Business Navigation Only two centuries ago, early explorers (adventurous business executives of those bygone days) were guided primarily with a compass and celestial navigation using reference points like the North Star. Today’s busy executive also needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers. The Anton Press provides this navigational system through practical, how-to-do-it books for the modern day business executive. For more information call: 805.614.0123 Ext. 21. Copyright © 187 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 20:20 CRM A Visionary insight into unique customer contacts The contact center is at the heart of many businesses today, and CRM initiatives are making customer contact even more critical to the health of every company. 20:20 CRM provides a strategic view of where businesses should be going with their customer contact operation, with practical examples of how to get there. ISBN 0-9630464-5-4 By: Dr. Jon Anton and Laurent Philonenko Price: $24.95 Benchmarking at its Best for Contact Centers Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today’s environment requires benchmarking. Includes valuable information on how to benchmark through BenchmarkPortal and describes the latest products and processes to help you get the most from this crucial activity. Also addresses emerging best practices in key areas such as: customer satisfaction measurement and using the voice of the customer for monitoring and coaching, agent satisfaction measurement, as well as the new symbolic language for desktop software that will reduce the time of data entry and interpretation for your agents in the future. ISBN 0-9719652-1-8 By: Bruce Belfiore with Dr. Jon Anton Price: $9.95 Call Center Benchmarking “How ‘good’ is good enough?” This “how to” book describes the essential steps of benchmarking a call center with other similar call centers, with an em...
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