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

• Main Authors: Abdullateef, Aliyu Olayemi, Mohd Muktar, Sany Sanuri, Yusoff, Rushami Zien
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2010
• 主题: HD28 Management. Industrial Management
• 在线阅读: http://repo.uum.edu.my/4200/1/Ali.pdf; http://repo.uum.edu.my/4200/; http://cob.uum.edu.my/ictom

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...