Leveraging Call Center Investments to Enhance Customer Satisfaction [Spiral-bound]

American Productivity & Quality Center (Author)

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Book Description

Publication Date: April 3, 1999

Examine the role call centers play in enhancing organizational customer satisfaction systems in Leveraging Call Center Investments to Enhance Customer Satisfaction. Based on the results of a consortium benchmarking study, this report presents 13 findings concerning linking the call center's customer satisfaction system with the company's vision, developing and implementing the system, and measuring its effectiveness.

Subject Matter Experts

Dr. Kathryn Jackson, associate, Response Design Corporation

Bill Bleuel, Peperdine University

Dr. Kathryn Jackson, president, Response Design Corporation

Best-Practice Partners

Convergys

Eddie Bauer

Intuit Inc.

Prudential

USAA

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } Examine the role call centers play in enhancing organizational customer satisfaction systems in Leveraging Call Center Investments to Enhance Customer Satisfaction. Based on the results of a consortium benchmarking study, this report presents 13 findings concerning linking the call center's customer satisfaction system with the company's vision, developing and implementing the system, and measuring its effectiveness.

Subject Matter Experts

Dr. Kathryn Jackson, associate, Response Design Corporation

Bill Bleuel, Peperdine University

Dr. Kathryn Jackson, president, Response Design Corporation

Best-Practice Partners

Convergys

Eddie Bauer

Intuit Inc.

Prudential

USAA

Editorial Reviews

About the Author

The American Productivity & Quality Center (APQC) is a world-renowned resource for process and performance improvement for organizations of all sizes and industries. APQC works with organizations to improve productivity and quality. We provide the tools, information, and support they need to discover and implement best practices and obtain results in dozens of process areas.

Product Details

Spiral-bound: 102 pages
Publisher: Amer Productivity Center (April 3, 1999)
Language: English
ISBN-10: 1928593372
ISBN-13: 978-1928593379
Shipping Information: View shipping rates and policies
Amazon Best Sellers Rank: #10,730,958 in Books (See Top 100 in Books)

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