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Showing 1 to 1 of 1 for “"Call centers--Management; Customer services--Management"”.
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Minimizing average handling time in contact centers by introducing a new process: Rowan Support Desk case study
Quality of a call center performance is an important factor in insuring customer satisfaction. Customers, the "callers", want their requests solved quickly, permanently and to their satisfaction. Often, there are staff constraints, budget or cost limitation, and the Service Level Agreement (SLA) …