Key Performance Indicators: Objectively Evaluate Call Center Performance
http://www.usais.org/articles/35344/1/Key-Performance-Indicators-Objectively-Evaluate-Call-Center-Performance/Page1.html
Sam Miller
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By Sam Miller
Published on 05/7/2008
Call centers are customer service centers that receive and transmit multiple requests by telephone (and also usually by email and other online channels) These were originally introduced as extensions of telecommunications services especially for large companies with customer support needs