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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| Main Authors: | , , |
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| Format: | Article |
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Inderscience Publishers
2013
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/9138/ http://dx.doi.org/10.1504/IJECRM.2013.054076 |
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