Utility Pricing and the Poor: Lessons from Armenia (World

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The original 30 books were condensed in 2000 (when what's known as ITIL v2 was launched) into a more manageable seven, each wrapped around a facet of IT management. For developing infrastructure capabilities the Motion framework is the preferred information gathering system. The key selection criteria for call-centre agents contain a requirement to achieve superior functional service quality attributes by using techniques such as active listening; patience; and, when and how to speak [ Thompson et al 2001 ].

Pages: 52

Publisher: World Bank Publications (May 1, 2001)

ISBN: 0821349228

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