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Nadir Minoo Patel

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The Customer Talks Back: Musings on Call Center Efficiency

Running a call center is like handling a job interview: First impressions are critical. Good intentions do not make up for tardiness, ill-fitting clothing, dirty shoes, the inability to reasonably pronounce the interviewer’s name or ignorance about what the company does. The primary purpose of a call center is to increase the profitability of the…