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Site Title: octype html public "-//W3C//DTD XHTML 1.0 Strict//EN" " http://www.w3.o rg/TR/xhtml1/DT D/xhtml1-strict .dtd"> The McKinsey Quarterly: Using IT to boost call-center performance

Using IT to boost call-center performance, from McKinseyquarterly.com, an on-line journal of business and economics published by McKinsey & Company featuring articles and content by McKinsey consultants and other leading authors

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