Achieving high customer satisfaction is one of the main goals of most organizations. Call centers are operational units within many organizations that serve as the main contact point with customers. With development of technology, the call center industry has shown enormous growth during recent years.
Read the following articles that describe service performance and quality management adopted by Fujitsu Services and the article which provides generic call centers improvement recommendations.
Analyze the improvements in performance management system adopted by Fujitsu Services. Compare the improvement recommendations proposed and adopted by Fujitsu Services with the recommendation provided in Tony DeNucci (2011). Provide the summary of the comparison.
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