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21st Century Call Center Rep (Best Practices Report)

Published On:

May 29, 1998

Authored By:

APQC

Members-Only Content:

Successful call center processes in place at best-practice companies mirror the process of building a bridge: creating a strong, stable foundation; having piers strong enough to bear significant weight; laying horizontal ties of consistent quality to form the bridge's connective tissue; and installing a safety railing.

Type:

Reports & White Papers

Topics:

Performance management and evaluation, Performance Management and evaluation, Customer-focused Processes and Functions, Call Centers

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