HRN EN ISO 18295-1:2017
Centri za korisnike -- 1. dio: Zahtjevi za centre za korisnike (ISO 18295-1:2017; EN ISO 18295-1:2017)
| Oznaka: | HRN EN ISO 18295-1:2017 |
| Naslov (HR): | Centri za korisnike -- 1. dio: Zahtjevi za centre za korisnike (ISO 18295-1:2017; EN ISO 18295-1:2017) |
| Naslov (EN): | Customer contact centres -- Part 1: Requirements for customer contact centres (ISO 18295-1:2017; EN ISO 18295-1:2017) |
| Područje primjene (EN): | ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies 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. ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required. |
| Izdanje: | 1 |
| ICS: | 03.080.30 Usluge za potrošače |
| Tehnički odbor/pododbor: | TU A1, Usluge, proizvodi za kućanstvo i slobodno vrijeme 1 |
| Oznaka faze: | 60.60 - HRN dostupan |
| Glasilo (rasprava): | HZN e-Glasilo 3/2016 () |
| Glasilo (objava): | HZN e-Glasilo 8/2017 () |
| Način prihvaćanja: | pr - prihvaćanje strane norme u izvorniku |
| Cijena #1: | Cijena: 32,00 € | Jezik: en | Cjenovni razred: E | Broj stranica: 20 |
| Izvornik: | EN ISO 18295-1:2017 |
| Zamjenjuje: | HRN EN 15838:2010 |
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