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Despite call and contact centers being one of the prevalent forms of customer service, organizations face challenges in lowering the cost of implementing CRM systems in these centers. The integration of customer knowledge management systems into CRM implementation has been suggested by research, however organizations need to understand how to implement these systems to lower costs. This research paper proposes a model for implementing Customer Knowledge Management Systems in call centers, using appropriate case study.
Originaltitel
Improving Contact Center Cost and Performance using Customer Knowledge Management Systems
Despite call and contact centers being one of the prevalent forms of customer service, organizations face challenges in lowering the cost of implementing CRM systems in these centers. The in…