Table of Contents

Foreword<br>Introduction<br>1 Scope<br>2 Normative references<br>3 Terms and definitions<br>4 Customer relationship requirements<br>5 Customer-focused leadership<br>6 Human resources<br>7 Operational processes<br>8 Service delivery infrastructure<br>9 Client relationship<br>Annex A (informative) - Metrics - Guidelines<br>Annex B (informative) - Client/CCC relationship<br>Bibliography

Abstract

Describes service requirements for customer contact centres (CCC). Also defines a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	International Organization for Standardization
Pages
ISBN
Committee	TMBG
Supersedes	ISO/DIS 18295-1 : 60.00 (2017)