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UNI EN 15838 : 2010

Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

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superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.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
Superseded date

16-11-2017

Published date

01-01-2010

PREMESSA
INTRODUZIONE
1 SCOPO E CAMPO DI APPLICAZIONE
2 RIFERIMENTI NORMATIVI
3 TERMINI E DEFINIZIONI
4 STRATEGIA E POLITICA GESTIONALE
5 OPERATORI DEL CENTRO DI CONTATTO
6 INFRASTRUTTURA
7 PROCESSI
8 SODDISFAZIONE DEL CLIENTE
9 RESPONSABILITA SOCIALE
APPENDICE A (normativa) - INDICATORI KPI OBBLIGATORI
APPENDICE B (informativa) - INDICATORI KPI RACCOMANDATI
APPENDICE C (informativa) - LINEE GUIDA ALLE MIGLIORI
  PRATICHE PER ORGANIZZAZIONI COMMITTENTI
APPENDICE D (informativa) - CAPACITA GESTIONALI E
  STRATEGICHE RACCOMANDATE IN UN CENTRO DI CONTATTO
BIBLIOGRAFIA

Describes the requirements for customer contact centres. Also provides customer focused best practice designed to meet customer expectations.

DocumentType
Standard
PublisherName
Ente Nazionale Italiano di Unificazione (UNI)
Status
Superseded
SupersededBy

Standards Relationship
EN 15838:2009 Identical

UNI 11200 : 2010 SERVICES FOR RELATIONSHIP WITH THE CUSTOMER, THE CONSUMER AND THE CITIZEN, THROUGH CONTACT CENTERS - OPERATIONAL REQUIREMENTS FOR THE APPLICATION OF UNI EN 15838:2010

ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO/IEC Guide 37:2012 Instructions for use of products by consumers
ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
EN ISO 6385:2016 ERGONOMIC PRINCIPLES IN THE DESIGN OF WORK SYSTEMS (ISO 6385:2016)
ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
ISO 14025:2006 Environmental labels and declarations — Type III environmental declarations — Principles and procedures

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