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Books by Peggy Gritt

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3 books found
Seeing the e-services big picture: online self-service can pay huge dividends, but requires more than simple automation.(INNOVATIVE IDEAS FROM THE ... article from: Customer Interaction Solutions
Seeing the e-services big picture: online self-service can …
By: Peggy Gritt
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The elusive achievement of IP contact center ROI: ten reasons why contact centers migrating to IP telephony don't hit their ROI projections--and what ... article from: Customer Interaction Solutions
The elusive achievement of IP contact center ROI: ten reaso…
By: Peggy Gritt
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Optimizing agents in an e-services environment: as online services gain momentum, agents play a more critical role than ever.(INNOVATIVE IDEAS FROM THE ... article from: Customer Interaction Solutions
Optimizing agents in an e-services environment: as online s…
By: Peggy Gritt
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