Title :
Parameters of efficiency of contact center
Author :
Zorica Leposavi?;Marijana Vuka?ino?
Author_Institution :
Telekom Srbija a.d. bul. umetnosti 16a, Beograd
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"
Conference_Titel :
Telecommunications Forum Telfor (TELFOR), 2015 23rd
DOI :
10.1109/TELFOR.2015.7377388
