Abstract
Call centres using computer telephony integration are now the primary channel for customer contact for many organisations. The roll-out of Internet access to an ever-increasing proportion of the population is providing the opportunity to use new channels, such World Wide Web, e-mail and others, to enhance the customer relationship. This paper explores the evolution from telephony to Web-enabled call centre and the optimisation of self and assisted service.
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Irish, C. Web-enabled Call Centre. BT Technology Journal 18, 65–71 (2000). https://doi.org/10.1023/A:1026772232696
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DOI: https://doi.org/10.1023/A:1026772232696