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Title: A disappointing book
Review: A bought this book before reading the review below, mislead by the title. What I found out was in half the book a brief descrption of metrics with recommendations on what to do with them and in the other half, some generic statements about concepts as customer life value, interviews, lineal regression and ROI. This book is intended as a recipe book for call centers management but it falls too much short. If you need to learn more about CC, then read "Call centers on fast forward". It's a more comprehensive treatment on them.
