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Norm
ISO 18295-1:2017
Issue date: 2017 07 06
Customer contact centres — Part 1: Requirements for customer contact centres
ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and cust...
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Publisher:
International Organization for Standardization
Format:
Digital | 16 Pages
Language:
English
ICS
ISO 18295-1:2017 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.
ISO 18295-1:2017 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.
ISO 18295-1:2017
2017 07 06
Customer contact centres — Part 1: Requirements for customer contact centres
Norm
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