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Keywords: Contact centres
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Journal Articles
Welsh Water taps into better customer service: Contact‐center systems enable employees to work more efficiently
Available to Purchase
Human Resource Management International Digest (2012) 20 (7): 34–35.
Published: 12 October 2012
... to the introduction of new contact‐center technology, the form it takes and the results it has achieved. Findings It is explained that the system has helped to: reduce response times; resolve more customer queries at the first point of contact; enable the introduction of new customer‐communication...
Journal Articles
Training helps Merlin to build service centers from scratch: Award for program that seals a new company strategy
Available to Purchase
Human Resource Management International Digest (2011) 19 (5): 24–26.
Published: 19 July 2011
... Insurance industry Contact centres Awards Human resource development Customer service management Two service centers built from scratch were delivering service hailed as market‐leading within 15 months of opening, thanks in part to award‐winning training. Merlin Claims has grown from...
