{"product_id":"the-executive-guide-to-call-center-metrics-9781887355087","title":"The Executive Guide to Call Center Metrics","description":"\u003cp\u003eAs the cost of doing business increases  call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms  how to choose metrics to measure  and the miracle of Queuing Science are covered thoroughly  using easy-to-grasp anecdotes to explain the key technical topics.\u003c\/p\u003e","brand":"My Store","offers":[{"title":"Default Title","offer_id":45647024455733,"sku":"ByrdShop_1887355081","price":32.91,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0627\/8139\/0901\/files\/9781887355087.jpg?v=1781686011","url":"https:\/\/atxbooks.com\/products\/the-executive-guide-to-call-center-metrics-9781887355087","provider":"ATX Books","version":"1.0","type":"link"}