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  • DIN EN ISO 18295-2 E : 2017

    Current The latest, up-to-date edition.

    CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017)

    Available format(s):  Hardcopy, PDF

    Language(s):  English

    Published date:  01-01-2017

    Publisher:  German Institute for Standardisation (Deutsches Institut für Normung)

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    Table of Contents - (Show below) - (Hide below)

    National foreword
    National Annex NA (informative) - Bibliography
    European foreword
    Foreword
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Client requirements for CCC service provisioning
    5 Customer experience
    6 Client relationship with the CCC
    Bibliography

    Abstract - (Show below) - (Hide below)

    Defines specifies requirements for organizations using the services of customer contact centres (CCC).

    General Product Information - (Show below) - (Hide below)

    Development Note Supersedes DIN EN 15838 E. (10/2017)
    Document Type Standard
    Publisher German Institute for Standardisation (Deutsches Institut für Normung)
    Status Current
    Supersedes

    Standards Referencing This Book - (Show below) - (Hide below)

    DIN EN ISO 18295-1 E : 2017 CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017)
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO 18295-1:2017 Customer contact centres — Part 1: Requirements for customer contact centres
    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    DIN ISO 10003:2008-07 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    DIN ISO 10004:2015-01 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING (ISO 10004:2012)
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