Expert profile: Jon Anton [ Dr. ]

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Description: Call Center Performance Measures

   Dr.
   Jon Anton (also known as "Dr. Jon") is with the Department of Consumer
   Sciences at Purdue University, and is a researcher in the Center for
   Customer-Driven Quality. He specializes in enhancing customer service
   strategy through inbound call and e-business centers using the latest
   in telecommunications (voice), and computer (digital) technology. He
   also focuses on using the Internet for external customer access, as
   well as Intranets and middleware.

   For the past five years, Dr. Jon has been the principal investigator
   of the annual Purdue University Call Center Benchmark Research Report.
   This data is now collected at the BenchmarkPortal.com website, where
   it is placed into a data warehouse that currently contains over one
   million data points on call center and e-business center performance.
   Based on the analysis of this data, Jon authors "The Purdue Page" in
   Call Center Magazine each month.

   Dr. Jon has assisted over 400 companies in improving their customer
   service strategy/delivery by the design and implementation of inbound
   and outbound call centers, as well as in the decision-making process
   of using teleservice providers for maximizing service levels while
   minimizing costs per call. In August of 1996, Call Center Magazine
   honored Dr. Jon by selecting him as an Original Pioneer of the
   emerging call center industry. In October of 2000, Dr. Jon was named
   to the Call Center Hall of Fame. In January of 2001, Dr. Jon was
   selected for the industry's "Leaders and Legends" Award by Help Desk
   2000.

   Dr. Jon has guided corporate executives in strategically
   re-positioning their call centers as robust customer access centers
   through a combination of re-engineering, consolidation, outsourcing,
   and web-enablement. The resulting single point of contact for the
   customer allows business to be conducted anywhere, anytime, and in any
   form. By better understanding the customer lifetime value, Dr. Jon has
   developed techniques for calculating the ROI for customer service
   initiatives.

   Dr. Jon has published 65 papers on customer service and call center
   methods in industry journals. In 1997, one of his papers on
   self-service was awarded the best article of the year by Customer
   Relationship Management magazine. Dr. Jon has published seven
   professional books:

   Inbound Customer Call Center Design
       , Dame Publishers, Inc., 1994
       Customer Relationship Management
       , Prentice-Hall, Inc., 1996
       Computer-Assisted Learning
       , Hafner Publishing, Inc., 1985
       Call Center Management by the Numbers
       , Purdue University Press, 1997
       The Voice of the Customer
       , Alexander Research & Communications, Inc., 1997
       Call Center Benchmarking
       , Purdue University Press, 1999
       Call Center Performance Simulation
       , Purdue University Press, 2000.

   He is also the editor for a series of professional books entitled
   Customer Access Management, published by the Purdue University Press.

   Dr. Jon's formal education was in technology, including a Doctorate of
   Science and a Master of Science from Harvard University, a Masters of
   Science from the University of Connecticut, and a Bachelor of Science
   from the University of Notre Dame. He also completed a three-summer
   intensive Executive Education program in Business at the Graduate
   School of Business of Stanford University.