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ISO/AWI 18295-1
Contact centres — Part 1: Requirements for contact centres
Reference number
ISO/AWI 18295-1
ISO/AWI 18295-1
Edition 2
© ISO 2026
New project
Abstract
ISO 18295-1:2017 specifies a framework for delivering, monitoring and improving CCs' services to support the consistent fulfillment of agreed customer and client needs, expectations and service commitments.
ISO 18295-1:2017 is applicable to CCs of all sizes, across all sectors and all operating models, including inbound and outbound services and human-assisted, automated or digitally enabled interactions.
General information
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Status: Under developmentStage: New project approved [10.99]
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Edition: 2
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Technical Committee :ISO/TC 351
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Life cycle
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Previously
PublishedISO 18295-1:2017
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Now