Table of Contents

Introduction

Chapter One: Having It All

Chapter Two: Call Center Metrics

Chapter Three: Monitoring Metrics

Chapter Four: Metric Dashboard

Chapter Five: Reading the Tactical View

Chapter Six: Tactical Use of Metrics

Chapter Seven: Strategic Terms

Chapter Eight: Strategic View

Chapter Nine: Using the Strategic View

Chapter Ten: Strategic Decisions Using Metrics

Chapter Eleven: Benefits of Effective Metrics

Index

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