Understanding customer retrials in call centers: preferences for service quality and service speed
<p><strong>Problem definition: </p></strong> Customers are likely to initiate retrial calls when their previous contact with a call center fails to deliver a satisfactory resolution. According to industry reports, retrials are listed as a top annoying issue for customers and...
| Main Authors: | , , |
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| Format: | Journal article |
| Language: | English |
| Published: |
INFORMS
2021
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