112 call centers from around the world share how they have improved service quality, customer satisfaction and call center efficiency. This report shares lessons learned by call center managers regarding their most effective management practices. It also identifies the operational and technological improvements that are having the greatest impact on customer satisfaction and call center efficiency.
Updated to account for ISO 55000, Benchmarking Best Practices for Maintenance, Reliability and Asset Management, Third Edition, now includes an overview of this seminal and long-awaited standard and identifies the specific points where ISO 55000 will
People are increasingly looking for a work environment that offers them flexibility. Finding a good balance between work and other life commitments-such as family responsibilities, studies or outside interests-enables employees to flourish inside and away
Excellent Book on Benchmarking. This is a well written book on the concept and practice of benchmarking. The book gives a comprehensive coverage of a wide range of topics on benchmarking including a clear explanation
Thoroughly revised and updated, this best selling book presents a logical, step-by-step methodology that will enable any company to conduct a cost-effective benchmarking effort. It presents an overview of the benchmarking process, a detailed form
Benchmarking for Best Practice uses up-to-the-minute case-studies of individual companies and industry-wide quality schemes to show how and why implementation has succeeded. For any practitioner wanting to establish best practice in a wide variety of
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