Search for dissertations about: "Call Center Management"
Found 3 swedish dissertations containing the words Call Center Management.
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1. Stochastic Modeling and Management of an Emergency Call Center : A Case Study at the Swedish Emergency CallCenter Provider, SOS Alarm Sverige AB
Abstract : 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. READ MORE
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2. Call Me Call Me for Some Overtime - On Organizational Consequences of System Changes
Abstract : 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. READ MORE
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3. From performance management to managing performance : An embedded case study of the drivers of individual- and group-based performance in a call center context
Abstract : 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. READ MORE