Enablers of contact centre service excellence : a practioner's perspective
Year of publication: |
2017
|
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Authors: | Surya Dharamdass ; Fernando, Yudi |
Published in: |
International journal of business excellence. - Genève : Inderscience Enterprises Ltd., ISSN 1756-0047, ZDB-ID 2458823-4. - Vol. 11.2017, 3, p. 381-396
|
Subject: | call centres | service excellence | customer service agents | CSAs | average handle time | AHT | first call resolution | FCR | Malaysia | Callcenter | Call centre | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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