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Are you listening to your call center? : operations practice
Recurso electrónico / electronic resource
MAP20100028568
Bianchi, Raffaella ‌
Are you listening to your call center? : operations practice / Raffaella Bianchi and Mauricio Janauskas
Sumario: Supposedly low-value calls may convey important information. Mining their content can help companies diagnose problems and make lasting business improvements
En: The McKinsey Quartely. - April 2010 ; 3 p
1. Centros de atención telefónica ‌. 2. Diagnóstico ‌. 3. Empresas ‌. 4. Atención al cliente ‌. 5. Satisfacción del cliente ‌. 6. Análisis estratégico ‌. 7. Mejora continua ‌. 8. Estados Unidos ‌. I. Janauskas, Mauricio ‌. II. McKinsey & Company ‌. III. Title.