Title: Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres

Authors: Aliyu Olayemi Abdullateef; Sany Sanuri Mohd Mokhtar; Rushami Zien Yusoff

Addresses: Department of Marketing, College of Business, University Utara Malaysia, 06010 Sintok, Kedah Malaysia ' Department of Marketing, College of Business, University Utara Malaysia, 06010 Sintok, Kedah Malaysia ' Department of Marketing, College of Business, University Utara Malaysia, 06010 Sintok, Kedah Malaysia

Abstract: This empirical research aim at establishing the relationship between CRM technologies, knowledge management and first call resolution within the inbound call centres. The results indicate that CRM organisation and technology-based CRM are major antecedents of call centre knowledge management. The research finding also shows that the strength of conflict resolution in call centres strongly depend on proper knowledge management skills. It practically availed managers inherent opportunities in call centre agent's ability to understand the impact of using CRM technologies and knowledge applications in adding value to job performance and meeting customers' requirements. Alternative recommendations are suggested for future researchers.

Keywords: customer relationship management; CRM; inbound call centres; customer orientation; CRM organisations; technology-based CRM; knowledge management; first call resolution; conflict resolution.

DOI: 10.1504/IJECRM.2013.054076

International Journal of Electronic Customer Relationship Management, 2013 Vol.7 No.1, pp.68 - 86

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 16 May 2013 *

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