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The growing global market of telecommunication services continuously promotes expanding customer needs and customer cares. Despite the efforts to facilitate Web-based services for customer contacts, Call Center Services (CC) with Interactive Voice Response Systems (IVR) currently remain the primary channel for customer services in telecommunication...
Contexts in source publication
Context 1
... on literature review and preliminary surveys on relevant modern practices, a customer contact model of typical call centers for telecommunication business in Taiwan is therefore proposed. Figure 1 illustrates the proposed customer contact model of call centers. As shown in Figure 1, two intermittent service channels, i.e. ...
Context 2
... 1 illustrates the proposed customer contact model of call centers. As shown in Figure 1, two intermittent service channels, i.e. IVR and service websites, are often deployed before customers talking with service representatives in a call center. ...
Context 3
... study aims to establish a template analysis framework for system innovation towards user-centered customer services. Based on the customer contact model depicted in Figure 1, an analysis framework for user-centered services in call centers are thus proposed, as shown in Figure 2. System analysis, log analysis, and interviews should be conducted for company-wide organization, IVR systems, and call center personnel. Three sets of data, i.e., present service functions, customer expectations and behaviors, and internal support needs, should be collected and cross-referenced in this framework. ...
