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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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6/9/06 - Researching Workforce Management
Purdue University's Center for Customer Driven Quality has launched a research project addressing workforce management processes, resources and tools investigating how different approaches affect overall performance? I encourage you to see how your practices and processes compare to other contact centers.
Preliminary findings will be presented and discussed on July 11, 2006 at Call Center Campus at Purdue University with a report to the study participants by July 31st. As an added incentive, the research team will donate $5 for each completed survey to a scholarship for a Purdue student pursuing the discipline of Customer Relationship Management.
Please spend a few moments to participate in the research project by sharing your input. That is the first step to comparing your practices to others. Also, you might consider attending the 11th annual Call Center Campus conference.
Gary Lemke, Publisher
(Share your thoughts)
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