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The past, present and future of customer access centers
被引：54
作者：
Anton, J
[1
]
机构：
[1] Purdue Univ, W Lafayette, IN 47907 USA
来源：
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
|
2000年
/
11卷
/
02期
关键词：
customer requirements;
call centres;
customer satisfaction;
marketing communications;
communications technology;
D O I：
10.1108/09564230010323534
中图分类号：
C93 [管理学];
学科分类号：
12 ;
1201 ;
1202 ;
120202 ;
摘要：
Customers want better access to the companies from which they buy products and services. Reviews how companies have responded to this demand for easy access. Looks at the Past present and future information needs of the customer and how they have been met. Touches on the developments in the communication channels available to customers and provides some simple usage statistics. Forecasts the future technological developments which will once again change the kind of access and information available.
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收藏
页码：120 / 130
页数：11
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