The Executive Guide to Call Center Metrics by Abbott, James C.

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The Executive Guide to Call Center Metrics by Abbott, James C.

In today’s fast-paced business environment, call centers play a crucial role in customer service and satisfaction. To ensure that your call center is running efficiently and effectively, it’s important to track and analyze key metrics. In his book “The Executive Guide to Call Center Metrics,” James C. Abbott provides a comprehensive overview of the most important metrics that executives should be monitoring to optimize their call center operations.

From first call resolution rates to average handle time, Abbott breaks down each metric and explains why it’s important for measuring call center performance. He also offers practical tips and best practices for improving these metrics and maximizing the overall effectiveness of your call center.

Whether you’re a seasoned call center executive or new to the world of customer service management, “The Executive Guide to Call Center Metrics” is a must-read resource for unlocking the full potential of your call center operations. With Abbott’s expert guidance, you can confidently navigate the complex world of call center metrics and drive your business towards greater success.
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