How to Conduct a Call Center Performance Audit: A to Z

by Jon Anton, Dru Phelps

Call centers are an important company asset, but also a very expensive one. By learning to conduct a performance audit, readers will be able to understand over fifty specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound customer calls.

246 pages, Paperback

First published September 1, 2002

Reviews

[Jim Rustad]

If you are a contact center geek like me, this is a must read. This book speaks in terms of an audit, that said it will help anyone who is managing large volumes of service and sales inquiries.