NF EN ISO 18295-2
Customer contact centres - Part 2 : requirements for clients using the services of customer contact centres
ISO 18295-2:2017 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. ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
ISO 18295-2:2017 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.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
Le présent document spécifie les exigences auxquelles doivent répondre les centres de contacts clients (CCC). Il a pour objectif de fournir des bonnes pratiques orientées CLIENT conçues pour répondre aux attentes du client. Il est applicable tant aux centres de contacts clients internes qu'à ceux ayant été externalisés, et axé sur la qualité et la performance de l'interaction entre le client et le CCC (Centres de contacts clients). Il a été élaboré pour répondre au mandat M/378 de la Commission européenne.
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1 Domaine d'application
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2 Références normatives
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3 Termes et définitions
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4 Exigences applicables au donneur d'ordre concernant la prestation de service du CCC
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5 Expérience client
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6 Relations du donneur d'ordre avec le CCC
- Bibliographie
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