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Quantitative and qualitative methods and call centres

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pio | 00:57 Mon 31st Mar 2008 | Business & Finance
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Can you give me some good examples of quantitative and qualitative methods and applications within a contact or call centre environment?
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Quantitative - average call waiting time before call centre operator answers.
Qualitative - satisfaction of customers with the call centre service, as measured by survey.
Get the general idea?
08:46 Mon 31st Mar 2008

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Quantitative and qualitative methods and call centres

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