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

• Main Authors: Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien
• Format: Article
• Published: Inderscience Publishers 2013
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/9138/; http://dx.doi.org/10.1504/IJECRM.2013.054076

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...