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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers

ANALYST REPORT:   Posted: 09 Mar 2010 | Published: 01 Jun 2009
The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
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