The mediating effects of first call resolution on call centers’ performance
This article aims to examine and validate the prepositions of the mediating impacts of first call resolution (FCR) on caller satisfaction within the contact center industry.A survey of 168 call center managers was analyzed through structural equation modeling, constituting an overall 43.3 per cent r...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Palgrave Macmillan
2011
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/9121/1/dbm20114a.pdf http://repo.uum.edu.my/9121/ http://dx.doi.org/10.1057/dbm.2011.4 |
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