title: Improving customer service: taking a strategic approach to measuring contact center performance.
authors.affiliation: Genesys Telecommunications Laboratories Inc. jheinen@genesyslab.com
authors.forename: Joe
authors.initials: J
authors.lastname: Heinen
mesh_terms: D003258:Consumer Behavior; D006761:Hospitals; D015277:Hotlines / Q000458:organization & administration*; D014481:United States