Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company’s Destiny – by Matt McConnell and Dr. Jon Anton


By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels – at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.


Delivery of All Books

All books ordered will be sent to the client via email with a link to the e-book, and a password to download a copy.


“A must read for anyone who cares about the service being delivered to their customers.” — Jack Freker, President Convergys Customer Management Group, Convergys Corporation

“McConnell and Anton give us the support and roadmap we need to meet the challenges of today’s economy.” — Tony Hayward, CEO, AIM Technology

“McConnell and Anton share a wealth of information.” — Claes Fornell, Profesor, Business School, University of Michigan

“Passionate. Research-based. The two seldom go hand-in-glove. They do in these pages.” — I. Sigmund Mosley, Jr., President Imlay Investments, Inc.

Meet The Authors

Dr. Jon Anton

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.

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