Managing Call Centres : A Logical Approach

ManagingCallCentres

Today numerous call centres have been set up to help customers transact, provide transaction updates, act as help lines, answer product related queries, and even handle grievances. The job seems to be over. But Is it?

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Theory Of Constraints and the Thinking Process

TOC thinking process

Though Theory of Constraints was originally offered by Eliyahu Goldratt as a manufacturing scheduling method, over the course of his career, Goldratt evolved TOC into a systems methodology which encompasses a wide range of concepts, principles, solutions, tools and approaches that strive to ensure any change undertaken as a part of the ongoing improvement will benefit the system as a whole

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