EN 15838:2009
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
Customer Contact Centres - Requirements for service provision
01-08-2017
04-11-2009
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Management Strategy and Policy
5 Contact Centre agents
6 Infrastructure
7 Processes
8 Customer satisfaction
9 Social responsibility
Annex A (normative) - Mandatory KPIs
Annex B (informative) - Recommended KPIs
Annex C (informative) - Best practice guidelines for
client organizations
Annex D (informative) - Recommended skills for management
and strategy in a Customer Contact Centre
Bibliography
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