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ARTÍCULO
TITULO

Improving Customer Retention Through Service Quality At Call Centers

Elaine J. Labach    

Resumen

For many call centers, improving customer service is an ongoing goal.  These inbound call service centers have a unique opportunity to impact customer retention through value-adding customer service interactions.  This paper serves three objectives:  validate the connection between service quality, customer service and retention; describe a quality process for improving service quality; and discuss training and other key implementation needs for improving service delivery.

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