Customer Call Centers (Best Practices Report)

Get a snapshot of contemporary call center practices and see the direction in which call centers are headed in this best-practice benchmarking report based on APQC's original research. Learn from 11 key findings under five macro topics: strategy and links, service standards, technology, hiring and employee development, and operations. Review insight into key leadership and implementation roles as well as practices that experienced call center leaders have found to be effective.