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ICMI 2008 Contact Center Operations Report
International Customer Management Institute (ICMI), Dec 2008
ICMI’s 2008 People Management and Operations Survey is the largest such study in its 20-year history. Contact center professionals from around the world, representing various industries and center sizes, answered comprehensive questions on a substantial assortment of critical topics and challenges managers face today. Topics include recruiting, assessment, training, development, motivation and retention, workforce management, performance measurement, quality assurance, budgeting, and contingency planning
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