An intelligent user interface model for contact centre operations
Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose c...
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| Format: | Others |
| Language: | English |
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Nelson Mandela Metropolitan University
2007
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| Online Access: | http://hdl.handle.net/10948/d1011399 |