• DocumentCode
    3726914
  • Title

    Parameters of efficiency of contact center

  • Author

    Zorica Leposavi?;Marijana Vuka?ino?

  • Author_Institution
    Telekom Srbija a.d. bul. umetnosti 16a, Beograd
  • fYear
    2015
  • Firstpage
    33
  • Lastpage
    36
  • Abstract
    The paper deals with measurable parameters of efficiency of contact centers and their mutual influence. The analysis is based on results obtained using the comparative method of published studies of foreign contact centers. Two key indicators of effective work of the contact center as retaining existing and attracting new users, which directly affects the overall success of the company.
  • Keywords
    "Electronic mail","Forecasting","Customer satisfaction","Automata","Monitoring","Telecommunications","Schedules"
  • Publisher
    ieee
  • Conference_Titel
    Telecommunications Forum Telfor (TELFOR), 2015 23rd
  • Type

    conf

  • DOI
    10.1109/TELFOR.2015.7377388
  • Filename
    7377388
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=3726914