... the managerial studies incorporate CC performance (Section 4.1), customer service representatives (Section 4.2), and outsourcing the CC (Section 4.3). We discuss two existing research gaps based on the reviewed papers: a lack of an interactive CC in the current literature is highlighted as the first research...

... of the company’s customer service processes and infrastructures. The authors highlight 12 lessons learned from the transformation, which Hilti referred to as the Global Contact Center (GCC) program. Design/methodology/approach – The authors analyze Hilti’s GCC program based on first-hand experience. Hilti...

...Hee‐Woong Kim; Young‐Gul Kim Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded...