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Institution University of Zambia Full text PDF available Subject Call centers--Management Start Over

1. The use of etom and the quality of customer experience in Zambian telecommunications call centers for process gap identification

Mbilikita, Kasweka
2019·Master of Engineering in Telecommunications Systems·University of Zambia

The study sought to identify gaps in the processes affecting the customer quality of mobile service experience in Zambian telecommunications call centers using eTOM. Enhanced Telecommunications Operations Map (eTOM) being defined as a business process framework that is service oriented and helps...

Call centers--ManagementCall centres--Mobile network
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