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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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Measuring Customer Service Employees for Maximum Performance

Staffing is by far the highest cost in any customer service center. In fact, Purdue University research found that the average cost to replace a CSR is$6,350. Improving the efficiency of your human resources can result in substantial productivity and profitability gains. To do this a company needs trend analysis and performance measurement capabilities. This enables customer service center management to increase the efficiency of its systems and the effectiveness of its people, realizing rapid return on investment and increasing profits to new levels.

Technology has played a growing role in modern customer service centers for the past several decades. With each new technological development ...

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