Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more оеупя if customer lifetime value is included in the equation Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i e , best-in-class This book describes in practical terms the "ins and outs" of benchmarking Авторы Джон Энтон Jon Anton Дэвид Густин David Gustin.  Какую книгуИздательство: Purdue University Press, 2000 г Мягкая обложка, 108 стр ISBN 155753215X.