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Aberdeen Group: Industry Best Practices in Service Contact Centers and Support Desks
This report examines the strategies and approaches OEMs in multiple industries are taking to successfully diagnose and resolve issues in the call center. These leading firms are improving customer retention, increasing first-call resolution rates, speeding problem resolution, and bolstering the top and bottom line.
This study offers industry best practices for companies in the following verticals: consumer goods, high tech manufacturing, industrial equipment manufacturing, telecom/utilities, and medical device manufacturing.
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