Call Center Optimization

I have used this book more as a reference than reading through it. I love the formulas given in the book that can be written in excel using standard functions and no macros needed!

The book is excellent source for customer service professionalsİ hereby declare my special thanks to MG books for their close support to use in every issue related to our questions

This book covers the topic in an easy yet comprehensive way. It's very useful.

Great book. Covers a lot of material in a short book. Nice to have a practical guide to the fundamental (but complicated) concepts.

Adequate but not as detailed or thoughtful as I was expecting.