Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres

This empirical research aim at establishing the relationship between CRM technologies, knowledge management and first call resolution within the inbound call centres. The results indicate that CRM organisation and technology–based CRM are major antecedents of call centre knowledge management.The res...

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Bibliographic Details
Main Authors: Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien
Format: Article
Published: Inderscience Publishers 2013
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