The strategic impact of technology based CRM on call centers' performance
The primary objective of this paper is to test a model that can explain the impact of technology based CRM on inbound call center performance. To do this, data were collected from 168 call center managers and analyzed through structural equation modeling. The research findings indicate that technol...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
ARRAY Development
2011
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/9456/1/Y.pdf http://repo.uum.edu.my/9456/ http://www.arraydev.com/commerce/jibc/2011-04/YemiAliyu.pdf |
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