Search for dissertations about: "Call Center"

Showing result 1 - 5 of 19 swedish dissertations containing the words Call Center.

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

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

   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

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

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

   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

5. 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

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

   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

6. 4. Building a national maritime security policy

   Author : Adriana Avila-Zuñiga-Nordfjeld; Dimitrios Dalaklis; Nikitakos Nikitas; Maximo Mejia; (SWE) World Maritime University; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Statsvetenskap med inriktning mot strategi och säkerhetspolitik; Statsvetenskap med inriktning mot strategi och säkerhetspolitik;

   Abstract : The issue of port security raised concerns at the highest levels after the terrorist attacks on September 11, 2001 against the United States. Security threats against ports and vessels acquired a new perspective and in 2002 the International Maritime Organization (IMO) adopted amendments to the International Convention for the Safety of Life at Sea (SOLAS), 1974, introducing Chapter XI-2 - Special measures to enhance maritime security. READ MORE

7. 5. Essays on Urban Economics

   Author : Ina Blind; Matz Dahlberg; Olof Åslund; Christine Whitehead; Uppsala universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Infrastructure investment; commuting; job access; public transit; labor market outcomes; migration; residential sorting; residential segregation; housing mix; tenure type mix; mosques; call to prayer; house prices; neighborhood dynamics; Economics; Nationalekonomi;

   Abstract : This thesis consists of four self-contained essays.Essay 1 (with Olof Åslund and Matz Dahlberg): In this essay we investigate the impact of commuter train access on individual labor market outcomes. READ MORE