McAdam, Rodney; Davies, John; Keogh, Bill; Finnegan, Anthony - In: International Journal of Quality & Reliability Management 26 (2009) 6, pp. 516-545
enables service‐based organisations (call centres) to develop sustainable business improvement. … measures that cover both strategic and operational performance measures lead to a more sustainable approach to business … improvement, rather than traditional call centre internal performance measures which may be misleading for the overall performance …