{"product_id":"the-executive-guide-to-call-james-c-abbott-9781887355087","title":"The Executive Guide to Call Center Metrics","description":"As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e James C. Abbott\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1887355081\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781887355087\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Robert Houston Smith Publishers\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 08\/27\/2012\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 200\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.72lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.84h x 6.02w x 0.51d","brand":"James C. Abbott","offers":[{"title":"Paperback","offer_id":43939071394047,"sku":"9781887355087","price":39.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_d52488b8-d293-40bb-9fb1-a07f88c67487.jpg?v=1681439326","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-executive-guide-to-call-james-c-abbott-9781887355087","provider":"WR Book House","version":"1.0","type":"link"}