{"id":356408,"date":"2024-10-20T01:12:20","date_gmt":"2024-10-20T01:12:20","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-en-iso-18295-22017\/"},"modified":"2024-10-26T01:35:04","modified_gmt":"2024-10-26T01:35:04","slug":"bs-en-iso-18295-22017","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-en-iso-18295-22017\/","title":{"rendered":"BS EN ISO 18295-2:2017"},"content":{"rendered":"

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\u20111 .<\/p>\n

This document 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.<\/p>\n

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
2<\/td>\nNational foreword <\/td>\n<\/tr>\n
4<\/td>\nEuropean foreword <\/td>\n<\/tr>\n
6<\/td>\nForeword <\/td>\n<\/tr>\n
7<\/td>\nIntroduction <\/td>\n<\/tr>\n
9<\/td>\n1 Scope
2 Normative references
3 Terms and definitions
4 Client requirements for CCC service provisioning <\/td>\n<\/tr>\n
10<\/td>\n5 Customer experience
5.1 General
5.2 Identifying customers\u2019 needs
5.3 Customer experience strategy
5.4 Customer access and contact strategy <\/td>\n<\/tr>\n
11<\/td>\n5.5 Customer costs
5.6 Consistency of information
5.7 Customer protection
5.8 Ethical behaviour <\/td>\n<\/tr>\n
12<\/td>\n5.9 Customer data
6 Client relationship with the CCC
6.1 General
6.2 Customer experience strategy
6.3 Customer access and contact strategy
6.4 Roles and responsibilities
6.5 Communication of information to the CCC
6.6 Operational processes <\/td>\n<\/tr>\n
13<\/td>\n6.7 Forecasting and planning
6.8 Monitoring CCC performance
6.9 Customer feedback
6.10 Terms of service <\/td>\n<\/tr>\n
14<\/td>\nBibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Customer contact centres – Requirements for clients using the services of customer contact centres<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2017<\/td>\n18<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":356416,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[80,2641],"product_tag":[],"class_list":{"0":"post-356408","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-03-080-30","7":"product_cat-bsi","9":"first","10":"instock","11":"sold-individually","12":"shipping-taxable","13":"purchasable","14":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/356408","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/356416"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=356408"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=356408"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=356408"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}