标准摘要
[中文适用范围]： 本文件规定了使用客户联络中心 (CCC) 服务的组织的要求。 其目的是通过与满足 ISO 18295-1 要求的 CCC 进行适当的安排和管理，确保始终满足客户的期望。 本文件适用于使用各种规模、跨所有部门（包括内部（自营）中心和外包（第三方运营商）中心）、跨多个联系渠道（包括语音和非语音媒体）的 CCC 的客户。 [外文原描述]： ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1. ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
英文名称Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres