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Monday, July 15, 2002Bruce Tognazzini: How Call Centers can Make or Brake Companies. "Call center personel should see their primary job as giving engineering enough information to put the call center out of a job. Certainly in the computer field, this bears no actual risk, as engineering sees their jobs as manufacturing enough new bugs to keep the call center fully employed." [Column Two] Once again, CRM and KM. Interesting.
Posted to klogs @ 7:48:40 AM ( comments)
Updated 8/22/2002; 5:29:11 PM
