The mediating effects of first call resolution on call centers’ performance

This article aims to examine and validate the prepositions of the mediating impacts of first call resolution (FCR) on caller satisfaction within the contact center industry.A survey of 168 call center managers was analyzed through structural equation modeling, constituting an overall 43.3 per cent r...

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Bibliographic Details
Main Authors: Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien
Format: Article
Language:English
Published: Palgrave Macmillan 2011
Subjects:
Online Access:http://repo.uum.edu.my/9121/1/dbm20114a.pdf
http://repo.uum.edu.my/9121/
http://dx.doi.org/10.1057/dbm.2011.4
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