112 call centers from around the world share how they have improved service quality, customer satisfaction and call center efficiency. This report shares lessons learned by call center managers regarding their most effective management practices. It also identifies the operational and technological improvements that are having the greatest impact on customer satisfaction and call center efficiency.
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This review is from: Best Practices in Call Center Management, Operations and Technology Benchmarking Report (Paperback)
Some good data to sort through, but very basic at best in new insights and information. I found multiple spelling errors in the first few pages which is probably a good indicator of the value of this book. Sorry.
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