Call Center Operation

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Preface

Over the last several years, corporate cultures around the world have

changed to place increasing emphasis on customer relations and to establish

policies and procedures to enhance these relationships. Where there are

hundreds of thousands or even millions of customers, as is the case in the

financial, communications, automotive, travel, and insurance sectors, for

example, the task of establishing a one-to-one relationship with each cus-

tomer is extremely challenging. Success in achieving the highest level of

customer relationships requires a number of components to be integrated

into the changed corporate culture, including human resources ...