Jon Anton

16 works on record

Works

Call center performance enhancement using simulation and modeling

1999

Listening to the voice of the customer

1997

Customer relationship management

1996

Call Center Benchmarking

Inbound Customer Call Center Design

Minimizing Agent Turnover

E-Business Customer Service

Callcenter Management

20 : 20 CRM

Customer response and information systems

Managing web-based customer experiences

Contact center management "by the numbers"

Customer Service at a Crossroads

From Cost to Profit Center