Search Results - subject:"Call Center"

Multiple seasonal autoregressive integrated moving average models

Lisi, Francesco; Grigoletto, Matteo - In: Journal of forecasting 44 (2025) 6, pp. 2037-2052

Persistent link: https://www.econbiz.de/10015464756

Psychological contracts and organizational commitment : the positive impact of relational contracts on call center operators

Fantinelli, Stefania; Galanti, Teresa; Guidetti, Gloria; … - In: Administrative Sciences : open access journal 13 (2023) 4, pp. 1-14

call center employees. By conducting a cross-sectional study involving 201 call center employees working in-person and … implications for the call center work environment. Our findings revealed that a transactional psychological contract has a negative … towards these organizations. To promote healthy work relationships and well-being among call center employees, we suggest the …

Persistent link: https://www.econbiz.de/10014285411

The influence of emotions and communication style on customer satisfaction and recommendation in a call center context : an NLP-based analysis

De Cleen, Thomas; Baecke, Philippe; Goedertier, Frank - In: Journal of business research : JBR 189 (2025), pp. 1-24

Persistent link: https://www.econbiz.de/10015416536

Does call centers operators' introjected regulation impact their skill variety and task significance? : evidence from Morocco

Soulami, Marwa Belhaj; Loulidi, Sofia - In: Business, mangagement and economics engineering : BMEE 22 (2024) 1, pp. 174-192

to Moroccan call center operators, in the post-COVID-19 era in which motivational and satisfactory issues are still … was a quantitative one, based on the administration of a questionnaire to 158 call center operators, working in various …

Persistent link: https://www.econbiz.de/10015052653

Can customer arrival rates be modelled by sine waves?

Chen, Ningyuan; Gürlek, Ragıp; Lee, Donald K. K.; … - In: Service science 16 (2024) 2, pp. 70-84

Persistent link: https://www.econbiz.de/10014564195

A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow

Manitz, Michael; Piehl, Marc-Philip - In: Central European journal of operations research 32 (2024) 3, pp. 763-791

Persistent link: https://www.econbiz.de/10014582854

The high costs of outsourcing : vendor errors, customer mistreatment, and well-being in call centers

O'Brady, Sean; Doellgast, Virginia; Blatter, David - In: Industrial relations : a journal of economy & society 63 (2024) 1, pp. 80-103

Persistent link: https://www.econbiz.de/10014483628

Key factors influencing long-term retention among Contact Centre employee in Malaysia : a Delphi method study

Subramaniam, S. Hemmah; Walton Wider; Tanucan, Jem Cloyd M. - In: Cogent business & management 11 (2024) 1, pp. 1-21

Attrition is the biggest pain point in the contact-center industry across nations. Hence, it is important to study how to retain contact center employees. This study aimed to identify the key factors influencing long-term retention among contact center employees in Malaysia. The Delphi method...

Persistent link: https://www.econbiz.de/10015427326

Emotional dissonance, job stress, and intrinsic motivation of married women working in call centers : the roles of work overload and work-family conflict

Jeon, Moo-Kyeong; Yoon, Hyun Joong; Yang, Yuha - In: Administrative Sciences : open access journal 12 (2022) 1, pp. 1-19

This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work-family-related...

Persistent link: https://www.econbiz.de/10012817782

Discrete event simulation model performed with data analytics for a call center optimization

Serper, Nisan Güniz; Şen, Elif; Uslu, Banu Çalış - In: Istanbul business research 51 (2022) 1, pp. 189-208

agents and customer prioritization needed for a call center system using big data analytics and discrete event simulations to … improve customer satisfaction. The study was carried out based on data from a leading heating and ventilation company’s call … center. The K-means clustering technique was used to determine customer segmentation on 6-million-customer data. For …

Persistent link: https://www.econbiz.de/10013253138