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BOSTON – The latest offering from Kowal Associates, a contact center consulting firm, hopes to provide a 360-degree call center view. The Contact Center Review 3600 highlights areas where the contact center is performing well, identifies performance gaps and outlines what changes need to be made to achieve the desired performance levels. CCR 3600 focuses on three main components of a successful contact center: 1) how successful the contact center is running in regards to internal metrics and competitive analysis, 2) how well integrated the contact center is with the entire organization, and 3) the level of customer satisfaction that is being delivered. “During these difficult economic times it is imperative that businesses do what they can to retain current members and provide superior customer service,” said Kowal Associates President Paul Kowal.

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