Dražen Kovačević
Arijana Macura
Branko Maković
Call centre largely came into being as a result of consumerneeds converging with enabling technology- and by the companiesrecognising the revenue opportunities generated by meetingthose needs thereby increasing customer satisfaction. Regardlessof the specific application or activity of a Call centre, customersatisfaction with the interaction is critical to the revenuegenerated or protected by the Call centre. Physical(v, Call centreset up is a place that includes computer, telephone and supervisorstation. Call centre can be available 24 hours a day - whenthe customer wants to make a purchase, needs information, orsimply wishes to register a complaint.
Richard F. Gerson, Ph. D., Beyond Customer Service,
Menlo Park, CA: Crisp Publications, Inc., 1992.
Lucent Technologies Proprietary, Use pursuant to
Company Jnstmctions, Issued: 1997.
Global Viewpoint, A source of marketing ideas and information,
Lucent Technologies, May 1996.
An Introduction to Definity Communications System G 3,
AT&T, January 1992.
Guest Editor: Eleonora Papadimitriou, PhD
Editors: Marko Matulin, PhD, Dario Babić, PhD, Marko Ševrović, PhD
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