Call Center Best Practices - Purchase World Class Call Center, Mike Desmarais

The purpose of the book, World Class Call Center, is to help call center managers improve their FCR, Esat and Csat performance. SQM has been benchmarking, tracking and helping leading North American call centers to improve their performance for over 14 years. As a result of benchmarking over 400 call centers and surveying over one million customers and 25,000 CSRs on an annual basis, SQM has gained valuable insights into call center FCR, Esat and Csat performance. These valuable insights have resulted in the best practices presented in this book, which have been validated by world class call center leaders.