Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector.
He started the benchmarking database which is now managed by BenchmarkPortal. During his career in our industry, Dr. Jon authored the following monthly publications: "The Purdue Page" in Call Center Magazine, "Dr. Jon's Benchmarks" in Call Center News, "Dr. Jon's Industry Statistics" in Customer Interface Magazine, and "Dr. Jon's Business Intelligence" in the Call Center Manager's Report.
In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry's "Leaders and Legends" Award by Help Desk 2000.
Dr. Jon published 146 papers on customer service in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. Dr. Jon has published many professional books:
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Coaching Call Center Agents
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Interpreting the Voice of the Customer
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Defining Customer Care
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Contact Center Management by the Numbers
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Listening to the Voice of the Customer
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Minimizing Agent Turnover
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Speech Enabled IVR Customer Service
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From Cost to Profit Center: How Technology Enables the Difference
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Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service
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Customer Service and the Human Experience: We, the People, Make a Difference
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Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company´s Destiny
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Offshore Outsourcing Opportunities
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Optimizing Outbound Calling: The Strategic Use of Predictive Dialers
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Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration
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Customer Obsession: Your Roadmap to Profitable CRM
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Integrating People with Process and Technology
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Selecting a Teleservices Partner
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How to Conduct a Call Center Performance Audit: A to Z
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20:20 CRM A Visionary Insight into Unique Customer Contact
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e-Business Customer Service
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Customer Relationship Management, The Bottom Line to Optimizing Your ROI
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Call Center Performance Enhancement Using Simulation and Modeling
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Call Center Benchmarking: How Good is "Good Enough"
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Contact Center Management by the Numbers
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CRM: Making Hard Decisions with Soft Numbers
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Inbound Customer Contact Center Design
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Computer-Assisted Learning
Dr. Jon's formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.
