Millions of pounds a year are saved by “UK plc” through increased efficiency in using technology to address customer queries, but it is probably losing an even larger sum by failing to monitor and measure the performance of the people using that technology, says Russell Bradshaw, research consultant with Lorien Customer Focus (LCF), a market‐research and training consultancy specializing in helping clients to maximize the value of the customer‐supplier relationship, and achieve customer loyalty.
(2004), "Communication system keeps Hewlett Packard employees in the loop: Improving the efficiency of call‐center staff", Human Resource Management International Digest, Vol. 12 No. 5, pp. 8-10. https://doi.org/10.1108/09670730410546486
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