Books tagged: kpi

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Found: 2 results

Please Hold! Ruminations of an Agent
By Jeff Rose-Martland
Price: $14.95 USD. Words: 41,000. Language: English. Published: May 16, 2010. Category: Nonfiction
Please Hold! turns the spotlight on the dark corners of the production floor. Former agent and noted expert, Jeff Rose-Martland reveals the good, bad, and hideously ugly sides of call centre work. Part advice, part observation, this is an essential read for industry pros. Playful, provocative, and positively poignant, Please Hold! reveals the warts and beauty-marks of a billion-dollar business.
Customer Experience in The Cloud
By John M. Perez
Price: $9.99 USD. Words: 17,160. Language: English. Published: June 25, 2013. Category: Nonfiction
This e Book will show you how to measure the overall effectiveness of your online customer service, multichannel service, and web self service strategy. It will guide you through determining how to effectively implement best practices across all customer support channels, how to measure it’s overall effectiveness, and how you can benchmark and compare your performance.