Action center or afterthought? Tremendous growth in the call center industry also brings a number of training challenges.
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Training : the magazine of manpower and management development. - New York, NY : Gellert Publ. Corp., ISSN 0095-5892, ZDB-ID 6125074. - Vol. 40.2003, 4, p. 38-43
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The Best Customer to Have is the One You've Already Got - Killing yourself trying to bring in those new customers? Maybe the problem is you're not concentrating on the ones you can already count on. Ron Zemke provides eight ways to bring in new customers by keeping the old
Zemke, Ron, (2000)
Zemke, Ron, (2002)
Albrecht, Karl, (1985)
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