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BENCHMARKING AND DEFINITIONS WITHIN CONTACT CENTRES
ACKNOWLEDGEMENT
The Scottish Executive in partnership with the Call Centre Association (CCA) recognised a need for a document that provided a glossary of commonly used contact centre terms and definitions often used in quantitative and qualitative benchmarking. This publication is the result.
We would like to thank the following people for their support and assistance:
David Bell, Scottish Executive
Colin Mackay, CCA
Louise Reilly, CCA
Natalie Calvert, Calcom Group
Pete Barrar, Manchester Business School
Paul McKenzie, CM Insight
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