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ČSN EN ISO 18295-1 (761802)
Customer contact centres - Part 1: Requirements for customer contact centres
Translate name
STANDARD published on 1.3.2018
The information about the standard:
Designation standards: ČSN EN ISO 18295-1
Classification mark: 761802
Catalog number: 503778
Publication date standards: 1.3.2018
SKU: NS-808940
The number of pages: 32
Approximate weight : 96 g (0.21 lbs)
Country: Czech technical standard
Category: Technical standards ČSN
The category - similar standards:
Annotation of standard text ČSN EN ISO 18295-1 (761802):
This document specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required
Preview of the standard ČSN EN ISO 18295-1 (761802)
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