Customer Reach Newsletter February 2011

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CUSTOMER REACH® VOLUME 8, ISSUE 2 FEBRUARY 2011 ISSN 1718-8938
Inside this Issue

• Building a Strategic Plan for your Contact Center Colin Taylor 1
• Effectiveness Indicators – First Call Resolution, Calls / Resolved 2
• Staff Retention 4
• “You Say you Want Call Resolution” & FCR 8
• IQPC Call Center Summit – Review 8
• Taylor Reach Group partners with World Leader in Call Center Self Assessments 9
• Inside TRG 10
• Case Study 11
• Testimonials

Read our Customer Reach Newsletter – February 2011 (pdf-747kb)

Customer Reach provides news and views of the contact center industry. It is sent to more than 11,000 senior contact center executives, like yourself around the globe. Please feel free to forward this newsletter to any colleagues you feel would appreciate it.

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