To read the full version of this content please select one of the options below:

The past, present and future of customer access centers

Jon Anton (Purdue University, West Lafayette, Indiana, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 May 2000

Abstract

Customers want better access to the companies from which they buy products and services. Reviews how companies have responded to this demand for easy access. Looks at the past, present and future information needs of the customer and how they have been met. Touches on the developments in the communication channels available to customers and provides some simple usage statistics. Forecasts the future technological developments which will once again change the kind of access and information available.

Keywords

Citation

Anton, J. (2000), "The past, present and future of customer access centers", International Journal of Service Industry Management, Vol. 11 No. 2, pp. 120-130. https://doi.org/10.1108/09564230010323534

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited