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Russell, Bob - In: Labour & industry : a journal of the social and … 14 (2004) 3, pp. 91-109

Persistent link: https://www.econbiz.de/10002099695

A structural equation modelling evaluation of antecedents and interconnections of call centre agents' intention to quit

Iwu, Chux Gervase; Opute, Abdullah Promise; … - In: Journal of risk and financial management : JRFM 14 (2021) 4, pp. 1-21

Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...

Persistent link: https://www.econbiz.de/10012522259

Reducing employee turnover intention : a customer relationship management perspective

Abdullateef, Aliyu Olayemi; Nyadzayo, Munyaradzi Wellington - In: Journal of strategic marketing 26 (2018) 3, pp. 241-257

Persistent link: https://www.econbiz.de/10011894567

The next available agent : work organisation in Indian call centres

Thite, Mohan; Russell, Bob - In: New technology, work and employment 25 (2010) 1, pp. 2-18

Persistent link: https://www.econbiz.de/10003958119

The practice of teamwork in health industry call centres

Valsecchi, Raffaella; Wise, Sarah; Mueller, Frank; … - In: Employee relations 34 (2012) 3, pp. 288-305

Persistent link: https://www.econbiz.de/10009560029

Does customer relationship management influence call centre quality performance? : an empirical industry analysis

Abdullateef, Aliyu Olayemi; Salniza Md. Salleh - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1035-1045

Persistent link: https://www.econbiz.de/10009793761

Linkages between CRM technologies, knowledge applications and first call resolution in inbound call centres

Abdullateef, Aliyu Olayemi; Mokhtar, Sany Sanuri Mohd; … - In: International journal of electronic customer … 7 (2013) 1, pp. 68-86

Persistent link: https://www.econbiz.de/10009783138

Work organization, human resource practices and employee retention in Indian call centers

Thite, Mohan; Russell, Bob - In: Asia Pacific : journal of human resources 48 (2010) 3, pp. 356-374

Persistent link: https://www.econbiz.de/10008779992

"You gotta lie to it": software applications and the management of technological change in a call centre

Russell, Bob - In: New technology, work and employment 22 (2007) 2, pp. 132-145

Persistent link: https://www.econbiz.de/10003494484

Call centres : a decade of research

Russell, Bob - In: International journal of management reviews : IJMR 10 (2008) 3, pp. 195-219

Persistent link: https://www.econbiz.de/10003766031