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Keywords: Call centres
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Journal Articles
Journal:
Measuring Business Excellence
Measuring Business Excellence (2004) 8 (4): 55–62.
Published: 01 December 2004
...Bernard Marr; Stephen Parry This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part of Fujitsu Services. Call centers (or contact centers) are often used as case examples...
