Christine K. Kozlosky is Vice-President of The Ascent Group, Inc., a management consulting firm specializing in customer service operations and improvement. Ms. Kozlosky is publisher and managing editor of the Call Center E-Journal, Customer Service Quarterly, and The Service Delivery Advantage. Ms Kozlosky’s areas of expertise include call centers, customer service operations, performance measurement and benchmarking, innovation and best practice discovery, business process re-engineering and information systems management.
The Ascent Group offers opportunities for companies to participate in benchmarking and best practice discovery through its online benchmarking services. Visit our website at www.ascentgroup.com or contact Christine Kozlosky at firstname.lastname@example.org for more information about these benchmarking services and our research publications.