Bronnen

Notenapparaat behorende bij "De relatie tussen kwaliteit en Average Handling Time"

Alle links gecontroleerd op 10 april 2007.

1. Spangenberg, F. (2005).
   'Call centers hebben slecht imago bij bedrijfsleven'.
2. Wikipedia (2007).
   Call centre. Mathematical theory.
3. International Customer Management Institute (2007).
   ICM QueueTips. Lowering agent's high AHT.
4. Ecabo (2004).
   Beroepscompetentieprofiel Contactcenter medewerker. Kerntaak 1: bouwt en onderhoudt relaties.
5. Auditio (2007).
   Auditio Glossary. Woordenlijst: quality monitoring in call centers.
6. Prosci (2005).
   Call center measurement kit. Volume 1. How to meausure and improve call center performance. Deel 'Handle Time'. Call Center Learning Center Publications.
7. International Customer Management Institute (2007).
   ICM QueueTips. Average Handle Time Standard.
8. Wikipedia (2007).
   Call centre. Call centre performance.
9. Wikipedia (2007).
   Quality. In Business, Engineering & Manufacturing.
10. Grönroos, Christian (2000). Service Management and Marketing. A Customer Relationship Management Approach. Chichester: John Wiley and Sons Ltd.
11. Barrie G. Dale (2003). TQM: An overview. In: Barrie G. Dale (ed.): Managing Quality. Malden, Oxford: Blackwell Publishing, pp. 3-33.
12. Van den Biezenbos, Hans (2004).
    Informatie over quality monitoring software. Kwaliteit en Service van uw Contact Center meetbaar maken.
13. Houthuijzen, Marco (2006).
    ITO: 'Klanten willen vooral goed worden geholpen'.
14. Plat, Frans (2006).
    First call resolution en kennismanagement bepalen klanttevredenheid.
    
15. Prosci (2005).
    Call center measurement kit. Volume 1- How to meausure and improve call center performance. Deel 'One-call resolution'. Learning Center Publications.
16. Kjellerup Ashgrove, Niels (2003).
    First Call Resolution - introduction to Quality Management.
    
17. Auditio (2007). Auditio Glossary.
    Woordenlijst: quality monitoring in call centers.
    
18. Plat, Frans (2006).
    Klantcontact en de tevredenheid met de dienstverlening.
19. Stichting Instituut voor Telecom Organisatie (2005).
    COPC en ITO. Hoe verhouden deze programma's zich tot elkaar?
20. CCF (2007).
    One in three customers lost through bad service.
21. (bij Bijlage 1) 2004, Customer Operations Performance Center Inc. RC CSP Training, Release 3,4 Gold, April 2004.