Developing world class operations in a local bank an industry analysis and benchmarking study on contact center operations

Developing world class contact center operations in a local bank is the ultimate goal of this study. The main problem being addressed is what technologies and best practices the Bank can adopt to upgrade its contact center operations to world class standards. Through competitive and international be...

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Bibliographic Details

Main Author:	Matanguihan, Charisse Derecho (Author)
Other Authors:	Talisayon, Serafin D. (adviser.)
Format:	Thesis
Language:	English
Published:	Quezon City University of the Philippines Diliman 2014
Subjects:	Banks and banking. Community banks. Banks and banking > Customer services. Benchmarking. Call centers.