A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager's pocket, yet it's packed with industry acronyms and concise definitions of more than 500 call center industry terms.
148 pages.
TAGS:
Operations Management, Cost Performance, Customer Satisfaction Measurement/Management, Metrics/Performance Measurement, Abandonment, Accuracy, Adherence to schedule, Average handle time, Average speed of answer, Calls per hour, Cost-per-Call, Customer satisfaction, Employee satisfaction, First-call resolution, Forecast accuracy, Quality, Response time, Occupancy, Sales metrics, Service Level
