Blyth, Alex
July 2002
Marketing Week;7/18/2002, Vol. 25 Issue 29, p33
Trade Publication
Reports that British call centers have been using technology to improve service while controlling costs. Use of call centers in customer acquisition, retention and development; Statements by Anne-Marie Forsyth, chief executive of the Call Centre Association; Software and technology used; Operations by Mindpearl, Ion Group and The Phone Room; Advantages of a sector-based niche; Focus on the quality of staff.


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