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• Ask Dr. Jon 

  Q: What is the most popular scale used for customer satisfaction surveys? A: The most popular scale used for customer or caller satisfaction...

  Customer Inter@ction Solutions, 11/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  Q. Since I am a financial center, what hours do others offer as an opt-out option from the VRU, and are these calls actually handled in the...

  Customer Inter@ction Solutions, 10/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  Q: Can you tell me exactly what the 1999 Purdue Survey wanted when asking about percentage attendance in the call center performance metrics...

  Customer Inter@ction Solutions, 09/01/03 by Anton, Jon · More from publication

• Purdue page: Ask Dr. Jon, The 

  Research Highlights From Pondue University Q: Does the order taking/tracking category of the performance metrics include sales associates in a...

  Customer Inter@ction Solutions, 08/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  Q: Where in an organization should customer service report? By this, I mean should a customer service organization report directly into the CEO, or...

  Customer Inter@ction Solutions, 07/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  Research Highlights From Purdue University Q: What is the best practice regarding which calls to monitor and score? A: The most common practice is...

  Customer Inter@ction Solutions, 05/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  The Purdue page Research Highlights From Purdue University Q What Is the best practice regarding how freQuently an agent should be monitored each...

  Customer Inter@ction Solutions, 04/01/03 by Anton, Jon · More from publication

• Ask Dr. Jon 

  Q: Is there an industry standard for the average number of seconds an agent places a customer on hold? -Jason Graves A: The Purdue University...

  Customer Inter@ction Solutions, 03/01/03 by Anton, Jon · More from publication

• Ask Dr. John 

  The Purdue Page Research Highlights From Purdue University Q: I'm looking for the following data: percent of revenue increase based on each...

  Customer Inter@ction Solutions, 02/01/03 by Anton, Jon · More from publication

• Purdeu page: Ask Dr. Jon, The 

  Q: Do you know current figures on outsourced customer service in the U.S. (percentage of companies that outsource)? My last figure is 25 percent...

  Customer Inter@ction Solutions, 01/01/03 by Anton, Jon · More from publication