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Looks at the strategic side of planning a contact centre for customer service, customer care or sales.
Subject
Defining the Ultimate Customer Experience for Your…
Knowledge management or sharing?
Making outsourcing work: what the experts recommend
How wide the rift: gap between expectation and service,…
Consumer attitudes to the call centre – how to…
How and Where to Get Benefits From Customer Feedback
Mystery shopping – making it work for you
The secret behind an effective change programme
Getting the right fit: improving web contact co-ordination
Homeworking: What you Need to Know Before you Start
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