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Naqc issue paper: call center metrics: best practices in performance measurement and management to maximize quitline efficiency and quality. Icmi's call center resources section provides webinars, whitepapers, research documents, and esstential training tools for management training. Full-text paper (pdf): the impact of call centre stressors on inbound and outbound call-centre agent burnout.
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White papers represent a great way to read in depth about some of the issues facing call centres.
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