{"version":"1.0","type":"rich","provider_name":"EbookNetworking","provider_url":"https://www.ebooknetworking.net","title":"A view from the outside: defining external call center performance metrics.(Managing by the Numbers): An article from: Customer Interaction Solutions","author_name":"Penny Reynolds","thumbnail_url":"https://www.ebooknetworking.net/books/noimage.jpg","thumbnail_width":330,"thumbnail_height":500,"html":"<a href=\"https://www.ebooknetworking.net/books_detail-B0009GL0IG.html\">A view from the outside: defining external call center performance metrics.(Managing by the Numbers): An article from: Customer Interaction Solutions</a>","width":400,"height":300}