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