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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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ROI

The return on investment for this case has several factors, the ROI of:

  • Targeted agent training

  • Potential attrition and agent turnover

  • Measuring customer satisfaction

We will look at customer lifetime values in the next chapter.

We'll now look at the ROI for training or the investment in increasing the human potential. In the past, decision makers and managers may not have understood that there is a connection between human potential and a company's profit. Even if leaders have a sense that there is a connection, they don't know what to do about it. There are tools and processes that can help everyone from the executive to the call center manager understand the connection between developing their people and the bottom line. The core of that ...

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