Sökning: "Call Center Management"

Hittade 4 avhandlingar innehållade orden Call Center Management.

  1. 1. Stochastic Modeling and Management of an Emergency Call Center : A Case Study at the Swedish Emergency CallCenter Provider, SOS Alarm Sverige AB

    Författare :Klas Gustavsson; Leif Olsson; Panagiotis Papapetrou; Mittuniversitetet; []
    Nyckelord :NATURVETENSKAP; NATURAL SCIENCES; Call Center Management; Burst Modeling; Stochastic Resources; Skills-Based Routing; Discrete-Event-Simulation;

    Sammanfattning : A key task of managing an inbound call center is in estimating its performance and consequently plan its capacity, which can be considered a complex task since several system variables are stochastic. These issues are highly crucial for certain time-sensitive services, such as emergency call services. LÄS MER

  3. 2. Call Me Call Me for Some Overtime - On Organizational Consequences of System Changes

    Författare :Lisen Selander; Institutionen för informatik; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Call Center; Organizational Change; CRM;

    Sammanfattning : Today a broad body of literature has emerged within the IS research community investigating the organizational consequences of IS implementations. However in view of these developments, it seems that practitioners are still faced with implementation problems, such as user dissatisfaction, resistance and mismatches between the new technology and existing work practices. LÄS MER

  4. 3. Medarbetaransvar – ett sätt att visa värderingar : Ett konceptualisering av medarbetarnas ansvar och ansvarstagande i callcenter

    Författare :Helén Stockhult; Claes M. Hultman; Owe L. Johansson; Örebro universitet; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Call center; responsibility; employee responsibility; empowerment; values;

    Sammanfattning : Stockhult, H. (2005) Medarbetaransvar – ett sätt att visa värderingar. Enkonceptualisering av medarbetarnas ansvar och ansvarstagande i callcenter.(Employee responsibility – a way of expressing values. LÄS MER

  5. 4. From performance management to managing performance : An embedded case study of the drivers of individual- and group-based performance in a call center context

    Författare :Nathalie Larsson; Företagsekonomiska institutionen; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Performance; call centers; customer relations; coping; management; B2C interactions;

    Sammanfattning : Managing performance is critical for realizing certain economic benefits when managing customer relations in call centers. However, prior call center research is fragmented and under-analyzed, which contributes to a limited understanding of the underlying elements for performance and complexities in managing individual- and group-based performance in call centers. LÄS MER