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WEBINAR: Call Center Metrics: Essential Elements for Ensuring Quality
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When: February 5, 2010
12:30 - 2 PM ET
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2010 NAQC Webinar Series

Building Blocks for Improving Quality: Topics and Tools for Quitlines

Call Center Metrics: Essential Elements for Ensuring Quality


It is with great pleasure that NAQC invites you to join us for the first session in our 2010 Webinar Series. The session dates are February 3rd from 3:30 – 5 PM ET and February 5th from12:30 – 2 PM ET.
During this webinar participants will hear a presentation by the author of "Call Center Metrics: Best Practices in Performance Measurement and Management to Maximize Quitline Efficiency and Quality.” Penny Reynolds will review highlights from her draft of this most recent Quality Improvement Initiative Issue Paper and participants will take part in a facilitated discussion of the paper’s strengths and weaknesses.
All webinar-related materials are posted in the links below as soon as they are available.
Should you have any questions related to the 2010 series, please email Tamatha Thomas-Haase at

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