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Author : Ruthdianne Martina
Release : 2014
Genre : Curaçao
Kind : eBook
Book Rating : /5 ( reviews)
Book Synopsis An exploratory content analysis of inbound call center performance by : Ruthdianne Martina
Download or read book An exploratory content analysis of inbound call center performance written by Ruthdianne Martina. This book was released on 2014. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Raik Stolletz
Release : 2012-12-06
Genre : Business & Economics
Kind : eBook
Book Rating : 063/5 ( reviews)
Book Synopsis Performance Analysis and Optimization of Inbound Call Centers by : Raik Stolletz
Download or read book Performance Analysis and Optimization of Inbound Call Centers written by Raik Stolletz. This book was released on 2012-12-06. Available in PDF, EPUB and Kindle. Book excerpt: The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.
Author : Sue Fernie
Release : 1998
Genre : Call centers
Kind : eBook
Book Rating : /5 ( reviews)
Book Synopsis (Not) Hanging on the Telephone by : Sue Fernie
Download or read book (Not) Hanging on the Telephone written by Sue Fernie. This book was released on 1998. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Maria Kimme
Release : 2005-02-14
Genre : Business & Economics
Kind : eBook
Book Rating : 207/5 ( reviews)
Book Synopsis Calling the Customer - An Industry Analysis of Call Center as Business Process Outsourcing Providers by : Maria Kimme
Download or read book Calling the Customer - An Industry Analysis of Call Center as Business Process Outsourcing Providers written by Maria Kimme. This book was released on 2005-02-14. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2004 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, Maastricht University, course: Diplomarbeit, language: English, abstract: This thesis focuses on call centers offering their services to companies, which choose to outsource customer contact. The goal of this study is to portray the industry and establish key success factors. Several environmental and organizational characteristics are depicted and the influence of two important aspects is outlined as they are the personnel and trust as a key factor governing the client relationship. The results suggest that the outsourcing call center industry is driven by the need of flexibility, the strong connection with the clients and trust as a basic requirement. Companies operating in this business tend to show signs of maturity, pay much attention to the management of the human resources, and combine leveraging their core competences globally with adapting flexibly to the clients’ needs and wishes. When managing the workforce, the agency theory applies. Hiring, training and monitoring processes are therefore of crucial importance and need to be adjusted carefully to the services offered. Continuous observation and adaptation is vital to the call center’s success. Pinpointing and targeting the training needs and fine-tuning the monitoring system are imperative. Surprisingly, when looking at the client relationship, the principal-agent problem does not exist, since the success of both partners it tied together very strongly. Trust and integration are therefore the main factors driving this success. Trust is assessed by using Numan’s (1998) framework, which focuses on balancing complexity, risk, control and uncertainty with trust, which in turn is shaped by beliefs. These relationships are found to hold true in this industry and the importance of trust reached the highest value available, when questioned. The main goal of a call center is to provide such an excellence service to the client that it becomes indispensable.
Author : James D. Thompson
Release : 1967
Genre : Business & Economics
Kind : eBook
Book Rating : /5 ( reviews)
Book Synopsis Organizations in Action by : James D. Thompson
Download or read book Organizations in Action written by James D. Thompson. This book was released on 1967. Available in PDF, EPUB and Kindle. Book excerpt: Social theory of management efficiency - covers managerial motivation, decision making, business organization, communication, etc. Bibliography pp. 183 to 192.
