| Journal Call no. | HD62.15.B477 |
|---|---|
| Author | Yuen, Sidney. |
| Article Title | Call centre best practices / Sidney Yuen. |
| Is Part Of | Best practice management ; no.44, Mar 2000, p.23-26, illus. |
| Abstract | This article presents the purpose, process and findings of a call centre management benchmarking study managed by the Hong Kong Benchmarking Clearinghouse (HBC). Sidney Yuen, Director of HBC, spearheaded the project and takes us through how leading companies are managing their call centres. |