20:20 CRM A visionary insight into unique customer contacts By: Jon Anton and Laurent Philonenko
20:20 CRM A visionary insight into unique customer contacts By: Jon Anton and Laurent Philonenko - The contact center is at the...$24.95
Call Center Books
The BenchmarkPortal Book Store is a "must-have" library for all call center professionals. Our book store features 24 books by Dr. Jon Anton and other well-known authors and co-authors. BenchmarkPortal publications provide a navigational system through practical, how-to-do-it books covering virtually every aspect of contact center operation for every modern day contact center business executive, manager, and supervisor.
Today's busy call center executive needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers and call centers. Many current executives use our call center benchmarking tools as navigation for their call centers and combined with our books specifically focused on call center solutions, have found their way to higher returns on their investments.
View our call center books below...
Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton
Benchmarking at its Best for Contact Centers By: Bruce Belfiore, with Dr. Jon Anton - Done right, and done regularly,...$9.95
Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven Quality- Purdue University
Cases in Call Center Management: Great Ideas th(at) Work by Richard Feinberg, Ko de Ruyter, and Lynne Bennington- Center for Customer Driven...$30.00
Coaching Contact Center Agents
Contact Center Agents - This is a book focused on one of the most important and least understood jobs in a contact center,...$49.00
Contact Center Management
Contact Center Management - With the ever increasing complexity of multi-channel customer contact handling, it is significant...$32.95
Customer Obsession
Customer Obsession - Finally, here is a book that covers the complete$24.95
Customer Relationship Management Technology
Customer Relationship Management Technology$39.99
Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton
Customer Service at a Crossroads By: Matt McConnell and Dr. Jon Anton - By consistently delivering information about products, services...$15.95
e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck
e-Business Customer Service "The Need for Quality Assessment" By: Dr. Jon Anton and Dr. Michael Hoeck - With the advent of...$44.00
Enabling IVR Self-Service with Speech Recognition
Enabling IVR Self-Service with Speech Recognition - Everyone is talking about speech recognition and its many applications. The hype is...$34.95
From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis
From Cost to Profit Center: How Technology Enables the DifferenceBy: Dr. Jon Anton and R. Scott Davis - This book is a series of case...$44.95
How To Conduct a Call Center Performance Audit: A to Z By: Dr. Jon Anton and Dru Phelps
How To Conduct a Call Center Performance Audit: A to Z By: Dr. Jon Anton and Dru Phelps - Call centers are an important company asset,...$34.99
