CONTACT CENTERS ORGANIZATION, COMMUNICATION CHANNELS AND CONTACT CENTERS EMPLOYEES

• https://scindeks.ceon.rs/article.aspx?artid=1451-43541501116D

Summary: The paper provides general information about contact centers: their organization, communication channels, and organization of employees. Contact centers can be organized in different ways. In order to be competitive, banks pay attention to meet the clients’ needs and enable them new channels for communication. To this end, today’s banks provide contact centre services through several communication channels.