Benchmarking typical customer care processes – why does a specific task sometimes take so long, and other times take so little

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Conference: Metering, Billing, CRM/CIS Europe 2005.
Location: Barcelona
Presenter: Klemens Gutmann
Abstract: In this presentation Klemens Gutmann discusses the following topics: Present Situation; Motivation for this Analysis; Describing the Deficits ; How to Solve It.