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Contact Centres in Scotland – the 2011 Audit

Taylor, Philip and Anderson, Pauline (2012) Contact Centres in Scotland – the 2011 Audit. [Report]

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This important piece of research builds on previous audits - Dr Anderson and Professor Taylor carried out the 2008 audit. Commercial reports on the sector are typically based upon sampling techniques and are less rigorous than the comprehensive data gathering methods employed by the research team. This comprehensive analysis of the sector is indispensable for effective policy formulation by the Scottish government, local authorities, investment bodies, the Scottish Enterprise network, employers and other stakeholders