From Cost to Profit Center: How Technology Enables the Difference (Call Center Management) [Paperback]

Jon Anton (Author), R. Scott Davis (Author)

Book Description

Publication Date: July 2003

This book is a series of case studies in which we collected performance metrics before and after implementation of specific technology solutions for call centers. In each case study we saw varying levels of improvement, and were then able to quantify the financial impact in terms of ROS, and in some cases, in terms of earnings per share. For call center managers contemplating the addition of new call center technology, this book will be an asset in better understanding the impact of technology in enabling higher performance.

Editorial Reviews

Excerpt. © Reprinted by permission. All rights reserved.

FOREWORD

This book is the first in a series of books addressing the financial returns of technology solutions in the customer service contact center space.

Powerful new technologies designed specifically for the customer contact center are allowing imaginative executives to impact sales and service advances that were not possible until now. Best-of-breed solutions can make the difference between a contact center being a cost to a company’s bottom line versus a profit enhancer that adds to earnings per share.

In this book, the authors have documented six case studies focused on validating that the products studied actually resulted in high returns on investment (ROI), and improved bottom-line performance. This is a "first of its kind" book written by authors using scientific methods to measure key performance indicators (KPIs) before implementation of a solution, and then again after the solution has been in place for a period of time.

In each case study, the same proven product validation methodology was use to ensure consistency and accuracy in the final results and conclusions. Detail data and analysis is included for the reader’s review and edification.

Almost all companies require a ROI study be done before the approval of spending, but very few companies do an analysis after implementation to actually determine if the predicted ROI was achieved. This book shows the advantage of doing both ROI studies, thereby proving to those executives that control the "purse strings" that there truly has been a pay-back and that this pay-back often continues for years after the initial investment.

Product Details

• Paperback: 190 pages
• Publisher: The Anton Press (July 2003)
• Language: English
• ISBN-10: 0971965285
• ISBN-13: 978-0971965287
• Product Dimensions: 9 x 5.9 x 0.6 inches
• Shipping Weight: 12.8 ounces
• Amazon Best Sellers Rank: #3,195,380 in Books (See Top 100 in Books)