Call center digital management

Author: (USA) Jon Anton, translated by Li Nong, Ji Jihao
Publisher:
Publish Date: 2001-05-01
Features: Dr. Jon Anton from Purdue University in the USA is a renowned scholar in call center management. His research findings in call center management have been successfully applied in the actual operations of over 600 call centers globally. This book introduces how call center managers should use data obtained from call center systems, what information the call center system should provide to managers, and how to determine high-level metrics through repeated analysis of the data provided by the call center system. This management method used by call center managers is called "Digital Call Center Management."