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Emerging Skills for a Changing Economy (2001)

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Written in association with the Centre for Organisational Effectiveness at the University of Bournemouth Business School, this report examines longer term trends in customer expectations and customer service, and the implications for the roles and capabilities of those employed primarily to deliver customer service.

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Description

How will customer service change over the next decade? What skills will people in customer service roles need to do their jobs well? What impact will technology have in helping them to satisfy customers? These are some of the key issues covered in this report which is based on a study of longer term trends in customer expectations and customer service ? and the implications for the roles and capabilities of customer service staff.

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