Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres

Author: Abdullateef Aliyu Olayemi   Mokhtar Sany Sanuri Mohd   Yusoff Rushami Zien  

Publisher: Inderscience Publishers

ISSN: 1750-0664

Source: International Journal of Electronic Customer Relationship Management, Vol.7, Iss.1, 2013-05, pp. : 68-86

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Abstract