J
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
Call Center Performance Enhancement and Simulation
Call Center Performance Enhancement and Simulation
Call Center Metrics That Matter
Call Center Metrics That Matter