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Program Management: A Comprehensive Overview Of The Discipline, Mitchell L. Springer
Program Management: A Comprehensive Overview Of The Discipline, Mitchell L. Springer
Purdue University Press Books
Although many might argue that program management is magic or luck, and at times this might be the case, Springer instead describes program management as both an art and a science. The art of program management is addressed through the numerous qualitative aspects of dealing with people, working in teams, understanding what motivates people, and gaining an understanding how we manage. The quantitative side is composed of a process with multiple activities with clear-cut outcomes. The integration of the multiple activities and outcomes provides a powerful framework for successfully planning a program. Program Management: A Comprehensive Overview of the Discipline, …
Call Center Benchmarking: How Good Is, Jon Anton, David Gustin
Call Center Benchmarking: How Good Is, Jon Anton, David Gustin
Purdue University Press Books
Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class.