We record & analyze communications CASE STUDY - Deutsche Telekom Kundenservice GmbH Quality and process improvement for all in-house call centers Deutsche Telekom’s (DTKS) customer service in Germany is based on a decentralized call cen- ter structure with 33 locations and more than 10,000 employees. It supports a dynamic mar- ket, posing major challenges for personnel and processes. With the introduction of an electronic Business Perform

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