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

• المؤلفون الرئيسيون: Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien
• التنسيق: مقال
• منشور في: Inderscience Publishers 2013
• الموضوعات: HD28 Management. Industrial Management
• الوصول للمادة أونلاين: 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...