Jon Anton

• Call Center Benchmarking
• Customer relationship management
• 20 : 20 CRM
• Call center performance enhancement using simulation and modeling
• Callcenter Management
• CallCenter Management by the Numbers
• Contact center management "by the numbers"
• Customer response and information systems
• Customer Service at a Crossroads
• E-Business Customer Service
• From Cost to Profit Center
• Inbound Customer Call Center Design