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Unformatted text preview: nchmarkPortal, 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. CRM BOOKSTORE INFORMATION Copyright © 171 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. CRM Bookstore Information Find all the information you’ve ever wanted or needed on e-Business centers and CRM at <www.BenchmarkPortal.com>. BOOKS Find valuable information and resources on contact centers, written by some of the best authorities in the industry. • 24 books by Dr. Jon Anton and other well-known authors and co-authors INDUSTRY REPORTS Select from several vertical industry categories including: • Employee Benefits Issues Insurance: • Health • Life • Property/Casualty • Other Insurance Manufacturing: • Aerospace • Agricultural • Automotive • Construction Materials/Tools • Office Equipment Non-Profit: • Non-Profit Publishing & Media: • Books, Magazines, Newspapers • Television & Radio Media • Movies/Music • Educational Testing Retail: • Department Stores • Catalog Technical Support: • Computer Products • Consumer Products Technology: • Computer Hardware • Computer Software • Telecommunications 173 Copyright Telecommunications Services: • Cable-BroadbandSatellite • Data/Internet Service Provider • Telecom Provider • Cellular Teleservice Providers: • Inbound • Outbound • Both Transportation: • Toll Roads • Vehicle Rental • Small Package Shipping • Heavy Freight Shipping Travel & Leisure: • Airlines • Cruise • Lodging • Travel Agency • Other Travel Utilities: • Electric • Gas • Water • Heating Oil © All Industries: • U.S. • North America • Europe/Middle East/Africa • Asia/Pacific • Central America • South America Chemical: • Industrial Chemicals • Pharmaceuticals Consumer Products: • Food & Beverage • Health & Beauty • Electronics Financial Services: • Banking • Brokerage • Credit Card • Mortgage Government: • Federal • State • Local • Dept. of Defense • Emergency Services Healthcare: • Health Care Provider • Health Plan Management (HMO) Help Desk: • Employee Technical Issues 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 VIDEOS Listen to what the experts in the contact center industry are talking about: Ask the Experts video series: • Ask the Experts – complete set • Agent Coaching & Monitoring • Customer Interaction Management • Automated Agent Monitoring • Computer Based Training • Outsourcing Agent Training video series: • Introduction to Total Quality • Problem Solving • Active listening • Stress Management • Telephone Techniques • Negotiation and Mediation • Anger Diffusion WHITE PAPERS, ARTICLES, & SLIDES • • • • • • • • • Customer Lifetime Value Management: The Secrets of obtaining The Maximum ROI of CRM Technology Improving Call Center Performance Through Optimized Site Selection Managing Call Center Service Quality The CRM Perf...
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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.

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