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Title |
An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea |
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Author |
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| Citation |
Vol. 7 No. 12 pp. 171-178 |
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Keywords |
Call Center, Operational Efficiency, Key Performance Indicators, Caller Satisfaction, DEA, CRM, Business Process Outsourcing |
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Author |
Aliyu Olayemi Abdullateef, Sany Sanuri Mohd Mokhtar, Rushami Zien Yusoff |
| Citation |
Vol. 10 No. 12 pp. 184-194 |
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Keywords |
CRM, contact centers, call centers, perceived service quality, first call resolution, inbound, caller satisfaction |
