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9781928593232

Call Center Operations : A Guide for Your Journey to Best-Practice Processes

by ; ;
  • ISBN13:

    9781928593232

  • ISBN10:

    1928593232

  • Format: Paperback
  • Copyright: 2000-06-01
  • Publisher: Amer Productivity Center
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List Price: $19.95

Table of Contents

Acknowledgments iv
Preface v
Introduction 1(4)
Quiz: Where Are You Now?
5(4)
Call Center Landmarks
9(2)
Strategy and Positioning
11(8)
Customers
19(10)
Employees
29(14)
Technology
43(10)
Measurement
53(8)
Where Do You Go From Here? 61(2)
About APQC 63

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