Doing More With Less in the Call Center and the Dangers of Average Handle Time by Jane Finn

CHELTENHAM, ENGLAND - AUGUST 19:  An employee ...
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Author: Jane Finn
Posted: 01/06/2010  10:12:00 AM EST


The only proven internal measures that positively influence customer loyalty are first call resolution and employee engagement.

Planning your strategy and the execution of any new initiatives around measuring and managing these three key performance indicators is my definition of doing more with less and the key to success in 2010 and beyond.

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