Academic Papers - Call Center Metrics

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Hello, Please have a look on the details.... Thanks

I am an Electrical Engineer and a PhD in Management from IIMB. I have over 35 years of experience of which more than 30 years, is in providing IT and management consulting services to government, international funding agencies such as the World Food Program, UNICEF, The World Bank, European Commission as well as executive and management training. I was a senior Management Consultant for two decades and subsequently headed a management consulting and infrastructure management education organization. I currently assist MBA students in US, UK universities in projects, assignments, dissertations, research as well as provide consulting services to clients.