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


Abdullateef, Aliyu Olayemi and Mohd Mokhtar, Sany Sanuri and Yusoff, Rushami Zien (2013) Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres. International Journal of Electronic Customer Relationship Management, 7 (1). pp. 68-86. ISSN 1750-0664

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Abstract

This empirical research aim at establishing the relationship between CRM technologies, knowledge management and first call resolution within the inbound call centres. The results indicate that CRM organisation and technology–based CRM are major antecedents of call centre knowledge management.The research finding also shows that the strength of conflict resolution in call centres strongly depend on proper knowledge management skills.It practically availed managers inherent opportunities in call centre agent's ability to understand the impact of using CRM technologies and knowledge applications in adding value to job performance and meeting customers' requirements. Alternative recommendations are suggested for future researchers.

Item Type: Article
Uncontrolled Keywords: customer relationship management, CRM, inbound call centres, customer orientation, CRM organisations, technology–based CRM, knowledge management, first call resolution, conflict resolution
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Sany Sanuri Mohd. Mokhtar
Date Deposited: 26 Sep 2013 07:26
Last Modified: 14 Apr 2016 07:16
URI: http://repo.uum.edu.my/id/eprint/9138

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