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I am looking for 10 academic style articles on different aspects of managing call centers (contact centers). Feel free to suggest topics but it should be about people, process and technology. Do not push a product but identify ways of adopting technology that improves process.
Why Desktop technologies don't reduce agent frustration?
How not to use WFM
What should a supervisor know about technology
Does training reduce attrition and how does technology play a role?
These are just examples-please pitch your own topic. I may assign this project to one of more writers. Please qoute for one at a time and 10 at a time.
NOT looking for bloggers :-) but people whose writing can potentially be used in academic work.
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