The efficiency and quality dilemma: What drives South African call centre management performance indicators?

Diane Banks; Gert Roodt

Crossref Citations

1. Is the quantity-quality trade-off in call centres a false dichotomy?
Benjamin Piers William Ellway
Managing Service Quality vol: 24 issue: 3 first page: 230 year: 2014
doi: 10.1108/MSQ-09-2013-0192

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