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The customer care and contact center handbook

Author: Garry Schultz
Publisher: Milwaukee, Wis. : ASQ Quality Press, ©2003.
Edition/Format:   Print book : EnglishView all editions and formats
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Genre/Form: Handbooks and manuals
Handbooks, manuals, etc
Guides, manuels, etc
Document Type: Book
All Authors / Contributors: Garry Schultz
ISBN: 0873895614 9780873895613
OCLC Number: 50761588
Description: xvi, 271 pages : illustrations ; 26 cm
Contents: Creating a contact center --
Contact center structure --
Standard operating procedures --
Metrics --
Training & testing --
Systems and tools.
Responsibility: Garry Schultz.

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