Dr. Jon Anton

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Purdue University

Dr. Jon Anton is the director of benchmark research at The Center for Customer-Driven Quality™ at Purdue University. He has published 24 books and 117 papers on customer service and call center methods. His education includes a Doctorate of Science and a Masters 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. For information on the research referenced in his article, e-mail DrJonAnton@BenchmarkPortal.com.

Article \| July 1, 2007 Beyond Reasonable Doubt: Presenting the Call Center in the Best Light for Better Budget Opportunities By: Dr. Jon Anton You know that you’re constantly being told that best-of-breed solutions can make the difference between a contact center being a cost to a...more >>

Article \| September 1, 2006 Customer Feedback is There for the Asking By: Dr. Jon Anton Can I tell what you’re thinking about my performance? No, of course, I can’t. I’m no more a mind reader than you are. If I really want to know,...more >>

Article \| January 1, 2006 Agent Performance By: Anne Nickerson,Dr. Jon Anton Part 1: Best Practices = Best Agents Part 2: Do You Really Know Your 50+ Customers?

Article \| July 1, 2005 To Benchmark or Not to Benchmark, There Is No Question By: Dr. Jon Anton It is not too much to say that benchmarking and its associated activities will, in coming years, be responsible for improving the lives of millions...more >>

Article \| May 1, 2005 Outsourcing By: Dr. Jon Anton,Joseph Sanscrainte Part 1: Nationalism and the Offshore Outsourcing Phenomenon Part 2: Don’t Forget the Legal Stuff! Part 3: 10 Tips for a More Strategic...more >>

Article \| July 1, 2004 Combining Service Quality with Productivity: The New Contact Center Best Practices By: Dr. Jon Anton In today’s challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to...more >>

Article \| May 1, 2004 It’s Not about the Individual – It’s about the Team By: Dr. Jon Anton Few people would argue that contact centers are unique. In fact, one of the most distinctive characteristics of a top performing center is that all...more >>

Article \| July 1, 2007 Beyond Reasonable Doubt: Presenting the Call Center in the Best Light for Better Budget Opportunities By: Dr. Jon Anton You know that you’re constantly being told that best-of-breed solutions can make the difference between a contact center being a cost to a...more >>

Article \| September 1, 2006 Customer Feedback is There for the Asking By: Dr. Jon Anton Can I tell what you’re thinking about my performance? No, of course, I can’t. I’m no more a mind reader than you are. If I really want to know,...more >>

Article \| January 1, 2006 Agent Performance By: Anne Nickerson,Dr. Jon Anton Part 1: Best Practices = Best Agents Part 2: Do You Really Know Your 50+ Customers?

Article \| July 1, 2005 To Benchmark or Not to Benchmark, There Is No Question By: Dr. Jon Anton It is not too much to say that benchmarking and its associated activities will, in coming years, be responsible for improving the lives of millions...more >>

Article \| May 1, 2005 Outsourcing By: Dr. Jon Anton,Joseph Sanscrainte Part 1: Nationalism and the Offshore Outsourcing Phenomenon Part 2: Don’t Forget the Legal Stuff! Part 3: 10 Tips for a More Strategic...more >>

Article \| July 1, 2004 Combining Service Quality with Productivity: The New Contact Center Best Practices By: Dr. Jon Anton In today’s challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to...more >>

Article \| May 1, 2004 It’s Not about the Individual – It’s about the Team By: Dr. Jon Anton Few people would argue that contact centers are unique. In fact, one of the most distinctive characteristics of a top performing center is that all...more >>