Saberi, Morteza; Khadeer Hussain, Omar; Chang, Elizabeth - In: Business Process Management Journal 23 (2017) 3, pp. 574-597
Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a...
