1. Education
-computer and communications market research and consulting organization
2. ICMI 
This recent study provides you with insight and key data on agent staffing and retention practices and policies within 186 small, medium and large U.S. call centers. In addition to the detailed findings, charts and tables highlighting key data, the Final Report includes verbatim written comments from the call center management respondents and a Call Center Management Review Special Issue on Agent Development and Retention. 24 pages, loose leaf bound.
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Education
