The impact of CRM dimensions on call center performance
This research aims at developing a conceptual framework and valid prepositions on the impacts of Customer Relationship Management (CRM) dimensions on call center performance. The researchers primarily used qualitative approach that involves initial qualitative interview and detailed literature re...
Saved in:
Main Authors: | Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien |
---|---|
Format: | Article |
Language: | English |
Published: |
Dr. Sang H. Lee
2010
|
Subjects: | |
Online Access: | http://repo.uum.edu.my/9148/1/2.pdf http://repo.uum.edu.my/9148/ http://ijcsns.org/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Similar Items
-
The strategic impact of technology based CRM on call centers' performance
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2011) -
Conceptual model of the impacts of CRM dimensions of call center employees on caller's first call resolution and satisfaction
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2010) -
The mediating effects of first call resolution on call centers’ performance
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2011) -
Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2013) -
The influence of CRM organization and knowledge management on employee job satisfaction and intention to quit: Malaysia call center perspective
by: Abdullateef, Aliyu Olayemi, et al.
Published: (2014)