n Management Today - Call centre quality : how service levels measurement can save costs while delighting customers
|Article Title||Call centre quality : how service levels measurement can save costs while delighting customers|
|© Publisher:||Richard Havenga & Associates|
|Publication Date||Nov 2005|
|Pages||37 - 38|
Extracted from text ... THE QUALITY EDGE Yearbook 2006 37 Marketing strategists and call centre managers, immersed in the confetti of call centre performance measures, may have difficulty in isolating what is important in moulding customers' service experiences. Craig Kolb, a business analyst at Ask Afrika, an evidence based consultancy, examines what attributes can be measured. Call centre quality: how service levels measurement can save costs while delighting customers Impressions of service may originally be ingrained in customer memories as images or words, but ultimately the summary feelings evoked such as delight with the service offered are what matters. Service as experienced through a ..
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