Welcome to our book review site go-pdf.online!
You may have to Search all our reviewed books and magazines, click the sign up button below to create a free account.
The Executive Guide to Call Center Metrics
As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.
James Abbott
None
James Abbott of Scotland and Virginia
James Abbott (1792-1864) was the son of James and Sarah Abbott of Scotland. He married (1) Elizabeth Carper (1797-1840), daughter of Rev. Jacob Carper and Sallie Raymer, 1815 in Craig Co.,Virginia. They had ten children. He married (2) Susan Bradd (1822-1892), born in Rockbridge Co., Virginia, 1841. They had nine children. He died in Craig Co., Virginia. Descendants live in Virginia and elsewhere. Includes mostly family group sheets.
The Never King
A new legend begins in The Never King, a thrilling fantasy adventure by James Abbott. Xavir Argentum is rotting in gaol. Sentenced to life in the squalor of Hell’s Keep, punishment for an atrocity he didn’t commit, the once legendary commander is all but forgotten. His elite band of warriors are dead – and the kingdom he was poised to inherit is oppressed by the tyrant who framed him. For half a decade now, Xavir has ruled nothing but a prison gang. Yet vengeance comes to those who wait. When a former spymaster infiltrates the Keep, bearing news of his old enemy’s treachery, plans are forged. A few are compelled to restore peace – an exiled queen, an outcast witch, and an unlikely alliance of rogues and heroes. But peace and vengeance make poor companions. And first, Xavir must make his escape . . .
The Executive Guide to Six Sigma Call Centers
Examples of sigma use abound in the product manufacturing world. Screws and nuts really work together because product and process designers worked hard to make sure that the part variation, sigma, was held to a minimum. The concept of sigma's use in the service sector is harder to visualize. If we don't understand why we should use sigma, our use of the tool is slim. Not only do we have to use and understand sigma, additionally we must understand the science associated with its use. (From Chapter Two: Why Sigma?) So explains James Abbott in this guide for executives who want the benefits of Six Sigma in their call centers. In addition to complete explanations of queuing science, factoring, and segmentation, the book leads readers through the application of these methods to manage customer experience, reduce agent turnover, and lower wait times. Six Sigma's role in risk management and lost opportunity cost are explored, and there is comprehensive coverage of the traits of effective operations and their managers, decision-making for the five call center types, and the difference between responsibility and accountability in the call center.
