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An Australian telecommunications service provider eliminated all productivity metrics from its frontline reps’ overall performance scorecards. Even though handle time enhanced a bit, repeat phone calls fell by fifty eight%. Such Mastering and intervention isn’t limited to the mobile phone channel. Some providers keep track of on the net habits http://casestudysolution34222.bloguetechno.com/Detailed-Notes-on-hbr-case-study-solution-9301179

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