Critique

Critique

Critique

Who is the author? How well known are they in the field? What is the author's research orientation and/ or theoretical framework?

Anand Kumar Jaiswal is the author of article. He is from Indian Institute of Management, Vastrapur, India

What is the context of the article? How was the research funded etc?

The outstanding task and requirements at the same time the permanent improvement of quality culture of discussion with the customer in phone contact with customers. The basis for a successful interview is not modified by culture is a relevant definition of the service and its processing standards and their own performance requirements and objectives of the service objectives in consideration of a transparent measurement criterion to. What are the requirements under the premise that the customer himself at his service (call centers) relating to a law. The customer is today more than ever become more demanding and rightly so. Reflecting on our performance requirement, objectives and service objectives, it should first the call center operators so the expectations go from the customer to meet a contemporary way. The key word is "access" (access) now assumes direct access to a competent administrator.

The advertised not only during business hours must be immediately available, but rather put in a position to take decisions autonomously. The magic word is therefore not just a simple list of "answer questions" but its should be implement immediately and friendly customer needs. The customer of today is neither willing his precious time in a holding pattern or in endless voice menus to spend. This is no longer accepted as acceptable. Recent studies show this very clearly. The emotional factor of a contact for the customer experience should not be underestimated, and the dissatisfied customer of known mass tends to complaints which are covered with additional costs for the respective companies.

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-What is the content of the article? Has the author formulated the problem or issue? Is it clearly defined? Has it significance, scope, severity, ...