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Call Center Management Using ITIL: Results

To introduce and maintain a successful Call center, it is essential that:

          Business needs are understood

          Customer requirements are understood

          Investment is made in training for Customers, support teams and Call center staff

          Service objectives, goals and deliverables are clearly defined

          Service levels are practical, agreed, and regularly reviewed

          The benefits are accepted by the business.

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Help Desk Software World: Call Center Management Using ITIL (Results)

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