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DIN EN 15838:2010-02
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION
Hardcopy , PDF
01-10-2017
English
01-01-2010
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Management Strategy and Policy
5 Contact Centre agents
6 Infrastructure
7 Processes
8 Customer satisfaction
9 Social responsibility
Annex A (normative) - Mandatory KPIs
Annex B (informative) - Recommended KPIs
Annex C (informative) - Best practice guidelines for
client organizations
Annex D (informative) - Recommended skills for management
and strategy in a Customer Contact Centre
Bibliography
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