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Title: Unbelievably good
Review: It's hard to explain just how good this book is, but I'm going to try.When I first ran across this book (late '90s), I had no prior call center analytic experience, but used this book to save my company over $4 million a year. It explains the basics of call center management, analytics & behavior so simply and effectively that you are likely to make huge value changes just by implementing those basics.If you are already a call center whiz, and your company's call center are running smoothly with excellent customer service levels, there is still value here, but it's modest.If your company is NOT doing its blocking and tackling, with repsect to its call centers, then this is a gold mine.It literally is the highest ROI book I have ever purchased in terms of time and money.
