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Journal Articles
Call centre management: is service quality a priority?
Available to Purchase
Managing Service Quality: An International Journal (2001) 11 (3): 153–159.
Published: 01 June 2001
...Audrey Gilmore In recent years the call centre industry has grown rapidly in size and popularity. In so doing the industry has been perceived to suffer from some of the problems associated with industrial mass production. The nature of the requirement to answer a high number of calls...
