Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction

This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions of call center employees on inbound caller’s first call resolution and satisfaction. The researchers primarily use qualitative approach that involves de...

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Bibliographic Details
Main Authors: Abdullateef, Aliyu Olayemi, Mohd Muktar, Sany Sanuri, Yusoff, Rushami Zien
Format: Conference or Workshop Item
Published: 2010
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