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.
“The decision to outsource is not an easy one. You need this book!” — Clinton Gott, Consultant Sibson Consulting Group
“This book may forever change your approach to the decision to go in-house or outsource.” — Mitchell Lieber, President Lieber & Associates
“The outsource “Bible” for executives and managers. A must read for anyone responsible for the effectiveness and/or efficiency of customer contact management. Every major issue impacting the outsourcing decision is covered here…from needs analysis to contract negotiation and implementation. The Authors clearly understand the measurement and analysis of the Key Performance Indicators affecting Customer Satisfaction and Cost. This book is useful as a how-to for those taking their first steps towards understanding outsourcing, or as a handy refernce to seasoned CRM professionals like me! I find myself consulting the index and re-reading highlighted areas regularly for concise definitions and real-world examples.” — Ed Unter
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.
Lori Carr, president and founder of Lori Carr & Associates, is a seasoned business executive with extensive experience in directing results-oriented transformation for large and mid-size companies, including Fortune 100 firms. Lori is a leading customer service strategist, organizational performance specialist and large scale project expert. Throughout her career, Lori specialized in creating effective business solutions to the challenges of leadership and innovation in customer service, sales and operations environments, including: