Search Results - subject:"Call Centres"

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

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

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

context of call centres. The literature review draws from a range of disperse disciplines including Service Quality, Human … of the employee-related paths that lead to customer satisfaction in call centres. The study employs data from 109 call … pay off in terms of improving the elusive phenomenon of customer satisfaction within call centres. …

Persistent link: https://www.econbiz.de/10013327669

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

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

Motivation and job satisfaction : the case of call centres in Greece

Despoteris, Grigorios; Myloni, Barbara - In: International journal of decision sciences, risk and … 8 (2018) 1/2, pp. 64-84

Persistent link: https://www.econbiz.de/10011989242

Beyond technological determinism : revitalising labour process analyses of technology, capital and labour

Thompson, Paul; Laaser, Knut - In: Work in the global economy 1 (2021) 1/2, pp. 139-159

Persistent link: https://www.econbiz.de/10014306274

Establishing call-centre staffing levels using aggregate planning and simulation approach

Barbosa-Correa, Rodrigo; Santander-Mercado, Alcides; … - In: European journal of industrial engineering : EJIE 14 (2020) 1, pp. 1-33

Persistent link: https://www.econbiz.de/10012198676

Supportive culture : a transformational strategy

Verma, Monica - In: Transforming organizations through flexible systems …, (pp. 177-188). 2020

Persistent link: https://www.econbiz.de/10012127697

Does CRM technology implementations mitigate employee intention to quit in call centres

Olanrewaju Kareem; Abdullateef, Aliyu Olayemi; Mokhtar, … - In: International journal of services technology and … 26 (2020) 5, pp. 423-439

Persistent link: https://www.econbiz.de/10012503712

Finding their voice : call centre employees in a continuous service delivery context

Burgess, John; Connell, Julia; McDonnell, Anthony - In: Employee voice at work, (pp. 169-181). 2019

Persistent link: https://www.econbiz.de/10012002536

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