Monthly Archives: October 2010

Considering Maps II – Virtual Lines

In the last post, I started discussing maps, mapping and the measurements required to construct maps.  I am going to continue, by looking at the coordinate system of longitude and latitude that Ptolemy refined and corrected, which is still in … Continue reading

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Consideration of Maps – I

In this post, I would like to begin a set of postings about maps, mapping and the measurements required to construct maps. While I’m sure that everyone knows what a map is, we should start at the beginning and deal … Continue reading

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Measuring Customer Satisfaction

In my last post, I made the claim, “the principal product of all inbound call centers is the mass production of customer interactions… In inbound call centers, the object of the interaction is to satisfy the customer’s reason for calling.” … Continue reading

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Measuring Performance in Call Centers

In my first post, I introduced myself: the work that I do is call center consulting, trying to help companies provide better customer service.  This post will elaborate on the way that inbound call centers, which represent the majority of … Continue reading

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