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- W997450047 abstract "This chapter presents a broad range of international call center case studies selected from both public and private sectors. These case studies illustrate the criteria for applying one or more of the following processes by organizations to enhance productivity and maintain effective customer relationships: (1) managing their respective call centers, (2) applying best-practice human resource policies, (3) using appropriate technologies, and (4) implementing vendor resources. For every case study, the term “call center” may also mean customer contact center. The case studies are presented in a traditional business school format, beginning with a brief corporate profile, the challenge for the call center, a description of the call center operation, the technologies and vendor resources used, where applicable, and the benefits achieved. The amount of detail in each case study varies and is based on the amount of information available from each organization. The 25 organizations selected from around the world for these case studies have successfully implemented or upgraded call center operations and have demonstrated this success by meeting recognized industry criteria of service levels, reduced staff turnover, enhanced profitability, and a high level of customer satisfaction." @default.
- W997450047 created "2016-06-24" @default.
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- W997450047 date "2003-01-01" @default.
- W997450047 modified "2023-10-18" @default.
- W997450047 title "Call center case studies" @default.
- W997450047 doi "https://doi.org/10.1016/b978-155558277-7/50005-x" @default.
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