Contact Centre Service Excellence: A Proposed Conceptual Framework

This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1...

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Bibliographic Details
Main Authors: Dharamdass, Surya, Fernando, Yudi
Format: Article
Language:English
Published: Inderscience Enterprises Ltd. 2018
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Online Access:http://umpir.ump.edu.my/id/eprint/20436/1/fim-2017-yudi-Contact%20Centre%20Service%20Excellence.pdf
http://umpir.ump.edu.my/id/eprint/20436/
http://dx.doi.org/10.1504/IJSOM.2018.10009101
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