HBSP (USA)
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What Service Customers Really Want
Dougherty, Dave; Murthy, AjayArticle HBS-F0909C-EService and Operations ManagementMost customer service centers use time on hold and minutes per call as measures of how effective they are. Research shows that they should look instead at the percentage of customers' problems resolved with just one call.Starting at €8.20
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What Service Customers Really Want (Spanish version)
Dougherty, Dave; Murthy, AjayArticle HBS-F0909CService and Operations ManagementMost customer service centers use time on hold and minutes per call as measures of how effective they are. Research shows that they should look instead at the percentage of customers' problems resolved with just one call.Starting at €8.20