Performance management in call centers: Lessons, pitfalls and achievements in Fujitsu Services

Measuring Business Excellence

Volumn 8, Issue 4, 2004, Pages 55-62

  Marr, Bernard ^a   Parry, Stephen ^b  

^a UNIVERSITY OF BASILICATA   (Italy)

^b Organizational transformation and customer service strategies   (United States)

Author keywords

Call centres; Customer satisfaction; Performance management; Performance measurement (quality)

Indexed keywords

EID: 84993043383     PISSN: 13683047     EISSN: None     Source Type: Journal    
DOI: 10.1108/13683040410569415     Document Type: Article

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