The Directory of Help Desk Software Solutions and Information

ITIL (a service management protocol and framework) crystallizes Call Center Management under the Service Desk discipline. It uses a standard approach embracing: why, goal, activities, results, costs and benefits to apply consistent and high quality management. The following are extracts from the Call Center Management toolkit (described elsewhere).   Why Goal Activities Results Costs Benefits   Return To: >> Call Center Outsourcing and Management <<

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