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The study discussed in this paper examines the performance of contact centers in North America, the United Kingdom and the rest of the world and explores differences in contact center performance in a range of vertical industries. This study focuses on how well centers are being managed and what steps companies are taking or planning to take to improve their performance. While this study does not attempt to be a definitive assessment of market size, distribution, services supported or technologies used, the authors have used information provided by respondents in each of these categories to characterize the centers covered.

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Format:PDFSize:338 KB
Date:Mar 2006
Pages:21

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