文章基本信息

标题：Love or loathe them, they’re here to stay
本地全文：下载
作者：Bill Dee ; Clif Johnston
期刊名称：ISO Focus
出版年度：2010
卷号：2010
期号：oct
出版社：International Organization for Standardization
摘要：We live in a world of convenient and inexpensive communication by telephone, fax, e-mail, SMS, or any number of Web-based applications. Consumers use these channels to make enquiries, and businesses use them to target potential customers. As a result, all medium to large organizations directly or indirectly serving the general public need to dedicate a group of people to handle communication. This team and its resources constitute a customer contact centre (or call centre).