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This sponsored content article is provided to the credit union community for shared insights and knowledge from a recognized solutions provider in the industry. Please note that the views and opinions offered here do not reflect those of Callahan & Associates, and Callahan does not endorse vendors or the solutions they offer.

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May 23, 2005


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Anonymous

7/26/2012 04:10 PM

Interesting and true. Though We need To maintain the ACD and AHT(Average handle time) and ASA For Effeciency with handling large volume of calls and Effective Agent productivity. The "Value" as stated is a seperate Parameter. Some Measure it by CSAT(Customer Satisfaction Survey). There is a need to Revolutionalise the Effective and "valuable" Means of measuring and rating the Contact Center

Anonymous

7/26/2012 04:09 PM

Good read. Gave me some ideas. - Jef Pablo

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