Search Results - subject:"Call Center"

Statistical and economic evaluation of time series models for forecasting arrivals at call centers

Bastianin, Andrea; Galeotti, Marzio; Manera, Matteo - In: Empirical economics : a journal of the Institute for … 57 (2019) 3, pp. 923-955

Persistent link: https://www.econbiz.de/10012214837

Optimal size of a rental inventory with items available from a secondary source : a model with non-stationary probabilities

Epstein, Leonardo D.; González, Eduardo; Sepúlveda, Abdón - In: Operations research and systems : XVIII …, (pp. 371-390). 2020

Persistent link: https://www.econbiz.de/10012167858

Workplace knowledge flows

Sandvik, Jason; Saouma, Richard; Seegert, Nathan; … - 2020

Persistent link: https://www.econbiz.de/10012180327

Calling for a multisensory perspective on customer service co-creation

Fließ, Sabine; Dyck, Stefan; Volkers, Maarten - In: Perspektiven des Dienstleistungsmanagements : aus Sicht …, (pp. 77-104). 2020

Persistent link: https://www.econbiz.de/10012224469

Job satisfaction and turnover intentions among Indian call center agents : exploring the role of emotional intelligence

Feyerabend, Rich; Herd, Ann M.; Choi, Namok - In: The psychologist-manager journal : official journal of … 21 (2018) 2, pp. 106-129

Persistent link: https://www.econbiz.de/10011919868

Agent-based queuing model for call center forecasting and management optimization

Niu, Gao; Vadiveloo, Jeyaraj; Xu, Mengnong - In: Advances in business and management forecasting 13 (2019), pp. 121-133

Persistent link: https://www.econbiz.de/10012154914

Knowledge management from the organizational culture in call centers in Manizales

Marulanda Echeverry, Carlos Eduardo; Bedoya Herrera, … - In: Cuadernos de administración : quarterly publication of … 35 (2019) 63, pp. 15-25

Persistent link: https://www.econbiz.de/10012253823

Exploring the influence of the human factor on customer satisfaction in call centres

Chicu, Dorina; Mar Pàmies, Maria del; Ryan, Gerard; … - In: Business research quarterly : BRQ 22 (2019) 2, pp. 83-95

The aim of this study is to explore the human or employee-related factors that shape customer satisfaction in the context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human Resource Management and Marketing. The empirical study...

Persistent link: https://www.econbiz.de/10012015931

Institutions as constraints and resources : explaining cross‐national divergence in performance management

Doellgast, Virginia; Marsden, David - In: Human resource management journal 29 (2019) 2, pp. 199-216

Persistent link: https://www.econbiz.de/10012025072

Conceptualizing calling : cluster and taxometric analyses

Shimizu, Adelyn B.; Dik, Bryan J.; Conner, Bradley T. - In: Journal of vocational behavior 114 (2019), pp. 7-18

Persistent link: https://www.econbiz.de/10012118832