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Contact Center führen

Companion material for the German book „Contact Center führen“.

What is here

The book is written in German, and so is its companion material: a directory of around 140 contact center metrics with formula, level and counterpart, detailed entries for the twelve metrics of a service leadership, the model operation’s starting data sheet, the worksheets from appendix C, and a dated list of changes per edition.

Companion page (German) Metrics directory

Changes per edition

First edition, September 2026. No changes yet.