Search Results - person:"Desmarais, Mike"

The Call Center's Main Purpose Is to Retain Customers

Desmarais, Mike - In: Cost management 24 (2010) 5, pp. 29-35

Persistent link: https://www.econbiz.de/10008707204

Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers

Miciak, Alan; Desmarais, Mike - In: Journal of Business & Industrial Marketing 16 (2001) 5, pp. 340-353

Service quality performance is benchmarked at business‐to‐business and business‐to‐consumer call centers. Differences between call center types are observed including characteristics of operation, customer ratings of service quality performance, and employee ratings of workplace issues....

Persistent link: https://www.econbiz.de/10014842644

Benchmarking service quality performance at business-to-business and business-to-consumer call centers

Miciak, Alan; Desmarais, Mike - In: The journal of business & industrial marketing 16 (2001) 5, pp. 340-353

Persistent link: https://www.econbiz.de/10007041875