Customer contact centres - Part 1: Requirements for customer contact centres
NORM herausgegeben am 1.3.2018
Bezeichnung normen: ČSN EN ISO 18295-1
Zeichen: 761802
Katalog-Nummer: 503778
Ausgabedatum normen: 1.3.2018
Zahl der Seiten: 32
Gewicht ca.: 96 g (0.21 Pfund)
Land: Tschechische technische Norm
Kategorie: Technische Normen ČSN
This document specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required