The strategic impact of technology based CRM on call centers' performance

• Main Authors: Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri, Yusoff, Rushami Zien
• 格式: Article
• 語言: English
• 出版: ARRAY Development 2011
• 主題: T Technology (General)
• 在線閱讀: http://repo.uum.edu.my/9456/1/Y.pdf; http://repo.uum.edu.my/9456/; http://www.arraydev.com/commerce/jibc/2011-04/YemiAliyu.pdf

The primary objective of this paper is to test a model that can explain the impact of technology based CRM on inbound call center performance. To do this, data were collected from 168 call center managers and analyzed through structural equation modeling. The research findings indicate that technol...