Table of Contents

Foreword<br>Introduction<br>1 Scope<br>2 Normative references<br>3 Terms and definitions<br>4 Client requirements for CCC service provisioning<br>5 Customer experience<br>6 Client relationship with the CCC<br>Bibliography

Abstract

This document specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	International Organization for Standardization
Pages
ISBN
Committee	TMBG
Supersedes	ISO/DIS 18295-2 : 60.00 (2017)