Call Centre Productivity & CRM
This series of articles was first published at www.callcenternews.com. The authors Graham Williams and Michael Cusack have kindly allowed me to republish.
In my view they constitute the best argued case against adopting Vendor originated Measurements for your Call Centre I have come across.
Enjoy, Niels Kjellerup Editor & Senior Partner of Resource International. Ashgrove March 7th 2001.
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