Budhai C (1st 2008), Contact Centre Operations NQF 2 (Students Book), EAN Number: 9781431020553
Heppell M (2nd 2010), 5 STAR SERVICE: How to Deliver Exceptional Customer Service, EAN Number: 9780273734383, Publisher: Prentice Hall (SA)
Price B (1st 2008), Best Service Is No Service: How To Liberate Your Customers from Customer Service Keep Them Happy (H/, Publisher: Wiley, EAN Number: 9780470189085
Bradley S (2nd 2007), S/NVQ LEVEL 2 Customer Service, Publisher: Heinemann Academic, EAN Number: 9780435465292
Calculating Service level
(Date assessed: 30 March 2015)
Important call center metrics: Service Level
http://www.monetsoftware.com/blog/workforce-management/post/important-call-center-metrics-service-level
(Date assessed: 30 March 2015)
Metric of the Month:
Call Abandonment Rate
http://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/call-abandonment-rate.pdf
(Date assessed: 30 March 2015)
Implementing Service Level Agreements – IT Service Desk
http://www.givainc.com/wp/implementing-service-level-agreements-it-service-desk.cfm
(Date assessed: 30 March 2015)
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