Literatura académica sobre el tema "Call centres"
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Artículos de revistas sobre el tema "Call centres"
Robinson, George y Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres". Journal of Management & Organization 13, n.º 3 (septiembre de 2007): 249–63. http://dx.doi.org/10.1017/s1833367200003722.
Texto completoRobinson, George y Clive Morley. "Running the electronic sweatshop: Call centre managers' views on call centres". Journal of Management & Organization 13, n.º 3 (septiembre de 2007): 249–63. http://dx.doi.org/10.5172/jmo.2007.13.3.249.
Texto completoD'Cruz, Premilla y Ernesto Noronha. "Technical Call Centres". Global Business Review 8, n.º 1 (febrero de 2007): 53–67. http://dx.doi.org/10.1177/097215090600800104.
Texto completoBristow, Gillian, Max Munday y Peter Gripaios. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour". Environment and Planning A: Economy and Space 32, n.º 3 (marzo de 2000): 519–38. http://dx.doi.org/10.1068/a3265.
Texto completoCosta, Hermes Augusto y Elizardo Scarpati Costa. "Precariousness and call centre work: Operators’ perceptions in Portugal and Brazil". European Journal of Industrial Relations 24, n.º 3 (27 de octubre de 2017): 243–59. http://dx.doi.org/10.1177/0959680117736626.
Texto completoCrone, Gary, Lorraine Carey y Peter Dowling. "Calling on Compensation in Australian Call Centres". Journal of Management & Organization 9, n.º 3 (enero de 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.
Texto completoCrone, Gary, Lorraine Carey y Peter Dowling. "Calling on Compensation in Australian Call Centres". Journal of the Australian and New Zealand Academy of Management 9, n.º 3 (enero de 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.
Texto completoMiller, Noleen y Rozenda Hendrickse. "Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing". Problems and Perspectives in Management 14, n.º 1 (2 de marzo de 2016): 51–63. http://dx.doi.org/10.21511/ppm.14(1).2016.06.
Texto completoJaaron, Ayham A. M. y Chris J. Backhouse. "Value-Adding to Public Services Through the Adoption of Lean Thinking". International Journal of Service Science, Management, Engineering, and Technology 2, n.º 3 (julio de 2011): 33–50. http://dx.doi.org/10.4018/jssmet.2011070103.
Texto completoFatima, Syeda Zain y Hafiza Iram Naseem. "Determinants of Call Centre Employee’s Turnover in Pakistan - An Exploratory Study". Archives of Business Research 9, n.º 3 (1 de abril de 2021): 217–24. http://dx.doi.org/10.14738/abr.93.9888.
Texto completoTesis sobre el tema "Call centres"
Chassioti, Efthimia. "Queueing models for call centres". Thesis, Lancaster University, 2005. http://eprints.lancs.ac.uk/53535/.
Texto completoBarnes, Nina. "The retention factors of call centre agents at a financial institution in the Western Cape". Thesis, University of the Western Cape, 2013. http://hdl.handle.net/11394/4566.
Texto completoThe aim of the study was to identify the retention variables highlighted as most important by call centre agents at a financial institution in the Western Cape. In addition, to assess which of the independent variables they place more importance on; and to determine whether differences exist between the retention variables highlighted as most important by the respective age and gender groups.
Ellway, Benjamin Piers William. "Call centres : work, service, & technologies". Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.
Texto completoCollin-Jacques, Caroline. "Professional labour in call centres : a comparative study of nurse call centres in England and Quebec (Canada)". Thesis, Royal Holloway, University of London, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.407187.
Texto completoBettesworth, Fiona. "Factors influencing performance of call centre agents : a study of a South African outsourced call centre". Diss., University of Pretoria, 2009. http://hdl.handle.net/2263/23840.
Texto completoDissertation (MBA)--University of Pretoria, 2009.
Gordon Institute of Business Science (GIBS)
unrestricted
Janse, van Rensburg Yolandi-Eloise. "Engagement in call centres : exploring eliciting factors". Thesis, Stellenbosch : University of Stellenbosch, 2010. http://hdl.handle.net/10019.1/5193.
Texto completoENGLISH ABSTRACT: Researchers have labelled call centres as the modern equivalent of the ‘factory sweatshops’ of the industrial era, and refer to them as the ‘satanic mills of the 21st century’. A review of the literature revealed the lack of employee engagement amongst call centre representatives (CCRs) to be a central concern in this fast-emerging global industry. Consequently, the current study was undertaken to identify and investigate various antecedents of employee engagement. The objective of the study was, firstly, to gauge the level of employee engagement amongst a sample of CCRs in South Africa and, secondly, to track the paths through which salient antecedents affect this engagement. More specifically, the relationships between sense of coherence (SOC), leadership effectiveness (LE), team effectiveness (TE) and employee engagement (E) were investigated. A quantitative research approach was followed whereby a positive psychology paradigm underpinned the examination of specific personal and job resources that could enhance engagement within the call centre environment. A cross-sectional survey design was used and a non-probability convenient sample of 215 CCRs was selected. The measuring instruments comprised the Utrecht Work Engagement Scale of Schaufeli and Bakker (2003) to measure engagement, the Team Diagnostic Survey of Wageman, Hackman and Lehman (2005) to measure team effectiveness, the Leadership Practices Inventory of Kouzes and Posner (2001) to gauge leadership effectiveness, and the Orientation to Life Questionnaire of Antonovsky (1987) to measure sense of coherence. A series of structural equation modelling analyses were performed. Contrary to the ‘electronic sweatshop’ image and its attendant symptoms of depression, emotional exhaustion, anxiety, demotivation and dissatisfaction attached to call centre jobs (depicted in the literature), the results show a high level of employee engagement for the CCRs in the sample. Also, personal resources, such as SOC, and job resources, such as TE, related significantly to E. A non-significant relationship was found to exist between LE and E. The implications of the results for the practice of human resource management in call centres are elaborated upon.
AFRIKAANSE OPSOMMING: Oproepsentrums is al deur navorsers bestempel as die moderne ekwivalent van die ‘hongerfabrieke’ van die industriële tydvak, en as die ‘sataniese meule van die 21ste eeu’. ‘n Oorsig van die literatuur toon dat die gebrek aan werknemerverbintenis onder oproepsentrumverteenwoordigers (call centre representatives (CCRs)) ‘n sentrale kommer is in hierdie vinnig ontluikende globale bedryf. Gevolglik is hierdie studie onderneem om die verskillende antesedente van werknemerverbintenis te ondersoek. Die doelwit van hierdie studie was eerstens om die vlak van werknemerverbintenis in ‘n steekproef van oproepsentrumverteenwoordigers in Suid-Afrika te meet, en tweedens om die weë waardeur die pertinente antesedente hierdie verbintenis beïnvloed, op te spoor. Meer spesifiek is die verhoudings tussen samehangsin (sense of coherence (SOC)), leierskapdoeltreffendheid (leadership effectiveness (LE)), spandoeltreffendheid (team effectiveness (TE)) en die werknemer se verbintenis (engagement (E)) ondersoek. ‘n Kwantitatiewe navorsingsbenadering is gebruik in terme waarvan ‘n positiewe sielkundige paradigma die ondersoek van spesifieke persoonlike en werkhulpbronne onderstut het wat verbintenis in die oproepsentrum-omgewing kon verhoog. ‘n Deursnee- opname-ontwerp is gebruik en ‘n nie-waarskynlikheidsgerieflikheidsteekproef van 215 oproepsentrumverteenwoordigers is geselekteer. Die meetinstrumente het die volgende behels: die Utrecht Work Engagement Scale van Schaufeli en Bakker (2003) om verbintenis te meet; die Team Diagnostic Survey van Wageman, Hackman en Lehman (2005) om spandoeltreffendheid te meet; die Leadership Practices Inventory van Kouzes en Posner (2001) om leierskapdoeltreffendheid te meet; en die Orientation to Life Questionnaire van Antonovsky (1987) om samehangsin te meet. ‘n Reeks ontledings van struktuurvergelykingsmodellering is uitgevoer. In teenstelling met die beeld van ‘n ‘elektroniese hongerfabriek’ en die gepaardgaande simptome van neerslagtigheid, emosionele uitputting, angstigheid, demotivering en ontevredenheid wat met werk in oproepsentrums gepaard gaan (soos in die literatuur uitgebeeld), toon die resultate ‘n hoë vlak van werknemerverbintenis vir die oproepsentrumverteenwoordigers in hierdie steekproef. Persoonlike hulpbronne soos samehangsin, en werkhulpbronne soos spandoeltreffendheid, het ‘n noemenswaardige verband met verbintenis getoon. ‘n Nie-betekenisvolle verhouding is gevind tussen leierskapdoeltreffendheid en verbintenis. Die implikasies van die uitslae vir die menslike hulpbronnepraktyk in oproepsentrums word ook bespreek.
Majakwara, Jacob. "Application of multiserver queueing to call centres". Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1015461.
Texto completoJason, Bronwin Anastasia. "An adaptive user interface model for contact centres". Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/989.
Texto completoBarnes, Alison Kate School of Industrial Relations & Organisational Behaviour UNSW. "'The centre cannot hold': resistance, accommodation and control in three Australian call centres". Awarded by:University of New South Wales. School of Industrial Relations and Organisational Behaviour, 2005. http://handle.unsw.edu.au/1959.4/22026.
Texto completoLegros, Benjamin. "Optimization of multi-channel and multi-skill call centers". Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.
Texto completoLibros sobre el tema "Call centres"
Joanna, Reeves, Proudfoot Consulting (Europe) Ltd y Confederation of British Industry, eds. Call centres. London: Caspian, 2000.
Buscar texto completoClarke, Keith. Customer call centres report. London: Cambridge MarketIntelligence, 1995.
Buscar texto completoUnion, Communication Workers. Call centres best practice. London: CWU, 2002.
Buscar texto completoBain, Peter. Call centres in Scotland: An overview. Glasgow: Scottish Low Pay Unit, 1999.
Buscar texto completoLtd, Collinson Grant Consultants. Achieving excellence in call centres. Manchester: Collinson Grant Consultants Ltd, 2000.
Buscar texto completoExecutive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.
Buscar texto completoServices, Incomes Data. Pay and conditions in call centres. London: Incomes Data Services Ltd., 2001.
Buscar texto completoDeery, Stephen y Nicholas Kinnie, eds. Call Centres and Human Resource Management. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805.
Texto completoOffice, National Audit. Using call centres to deliver public services. London: Stationery Office, 2002.
Buscar texto completoBradshaw, David. Next generation call centres: CTI, voice and the Web. London: Ovum, 1999.
Buscar texto completoCapítulos de libros sobre el tema "Call centres"
Papadongonas, Panos y Niels Beerepoot. "Beyond call centres". En Globalisation and Services-driven Economic Growth, 207–22. Abingdon, Oxon ; New York, NY : Routledge, 2017.: Routledge, 2016. http://dx.doi.org/10.4324/9781315585055-12.
Texto completoRichardson, Helen J. "CRM in Call Centres". En Organizational Information Systems in the Context of Globalization, 69–83. Boston, MA: Springer US, 2003. http://dx.doi.org/10.1007/978-0-387-35695-2_5.
Texto completovan Klaveren, Maarten, Kea Tijdens y Denis Gregory. "Finance and Call Centres". En Multinational Companies and Domestic Firms in Europe, 157–88. London: Palgrave Macmillan UK, 2013. http://dx.doi.org/10.1057/9781137375926_5.
Texto completovan den Broek, Diane. "Call to Arms? Collective and Individual Responses to Call Centre Labour Management". En Call Centres and Human Resource Management, 267–83. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_12.
Texto completoHolman, David. "Employee Well-being in Call Centres". En Call Centres and Human Resource Management, 223–44. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_10.
Texto completoDeery, Stephen y Nicholas Kinnie. "Introduction: The Nature and Management of Call Centre Work". En Call Centres and Human Resource Management, 1–22. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_1.
Texto completoGollan, Paul J. "All Talk But No Voice: Non-union Employee Representation in Call Centre Work". En Call Centres and Human Resource Management, 245–66. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_11.
Texto completoBatt, Rosemary y Lisa Moynihan. "The Viability of Alternative Call Centre Production Models". En Call Centres and Human Resource Management, 25–53. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_2.
Texto completoFernie, Sue. "Call Centre HRM and Performance Outcomes: Does Workplace Governance Matter?" En Call Centres and Human Resource Management, 54–74. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_3.
Texto completoHoulihan, Maeve. "Tensions and Variations in Call Centre Management Strategies". En Call Centres and Human Resource Management, 75–101. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_4.
Texto completoActas de conferencias sobre el tema "Call centres"
Adetunji, A., A. Shahrabi, H. Larijani y M. Mannion. "Performance Comparison of Call Routing Algorithms over Virtual Call Centres". En 2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications. IEEE, 2007. http://dx.doi.org/10.1109/pimrc.2007.4394193.
Texto completoArthur, Ronald Esare, Douglas Tetteh Ayitey, Amevi Acakpovi, Albert Koomson y Isaac Eric Buah. "Innovative Nurse call System For Patients in Healthcare Centres". En 2019 International Conference on Computer, Data Science and Applications (ICDSA). IEEE, 2019. http://dx.doi.org/10.1109/icdsa46371.2019.9404232.
Texto completo"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES". En ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.
Texto completo"A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES". En ACOUSTICS 2020. Institute of Acoustics, 2020. http://dx.doi.org/10.25144/13322.
Texto completoAdetunji, A. y H. Larijani. "Routing with a bandwidth based algorithm in virtual call centres". En NOMS 2008 - 2008 IEEE Network Operations and Management Symposium. IEEE, 2008. http://dx.doi.org/10.1109/noms.2008.4575195.
Texto completoMathew, Benny y Manoj K. Nambiar. "A Tutorial On Modelling Call Centres Using Discrete Event Simulation". En 27th Conference on Modelling and Simulation. ECMS, 2013. http://dx.doi.org/10.7148/2013-0315.
Texto completo"COMPARISON OF METAHEURISTICS FOR WORKFORCE DISTRIBUTION IN MULTI-SKILL CALL CENTRES". En International Conference on Evolutionary Computation. SciTePress - Science and and Technology Publications, 2010. http://dx.doi.org/10.5220/0003083503520357.
Texto completoVenugopal, Srikumar, Han Li y Pradeep Ray. "Auto-scaling emergency call centres using cloud resources to handle disasters". En 2011 IEEE 19th International Workshop on Quality of Service (IWQoS). IEEE, 2011. http://dx.doi.org/10.1109/iwqos.2011.5931344.
Texto completoPais, Leonor. "AFFECTIVE AND CONTINUANCE COMMITMENT IN CALL CENTRES: VALIDATION OF MEYER AND ALLEN QUESTIONNAIRE". En SGEM 2014 Scientific Conference on PSYCHOLOGY AND PSYCHIATRY, SOCIOLOGY AND HEALTHCARE, EDUCATION. Stef92 Technology, 2014. http://dx.doi.org/10.5593/sgemsocial2014/b11/s1.002.
Texto completoCuesta Medina, Liliana y Claudia Patricia Alvarez. "Fostering collaboration in CALL: Benefits and challenges of using virtual language resource centres". En EUROCALL 2014. Research-publishing.net, 2014. http://dx.doi.org/10.14705/rpnet.2014.000194.
Texto completoInformes sobre el tema "Call centres"
McIntyre, Phillip, Susan Kerrigan y Marion McCutcheon. Australian Cultural and Creative Activity: A Population and Hotspot Analysis: Albury-Wodonga. Queensland University of Technology, 2020. http://dx.doi.org/10.5204/rep.eprints.206966.
Texto completoPhillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Fort Belvoir, VA: Defense Technical Information Center, mayo de 2005. http://dx.doi.org/10.21236/ada443984.
Texto completoVogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, enero de 2000. http://dx.doi.org/10.15760/etd.7115.
Texto completoOster, Emily y M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. Cambridge, MA: National Bureau of Economic Research, abril de 2010. http://dx.doi.org/10.3386/w15922.
Texto completoQuinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Fort Belvoir, VA: Defense Technical Information Center, abril de 2004. http://dx.doi.org/10.21236/ada429099.
Texto completoPitt, Edward. Economic Analysis of the Integrated Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, octubre de 1997. http://dx.doi.org/10.21236/ada331004.
Texto completoPitt, Edward. Economic Analysis of Customer Service Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, octubre de 1997. http://dx.doi.org/10.21236/ada331093.
Texto completoFederspiel, C. C., G. Liu, M. Lahiff, D. Faulkner, D. L. Dibartolomeo, W. J. Fisk, P. N. Price y D. P. Sullivan. Worker performance and ventilation: Analyses of individual data for call-center workers. Office of Scientific and Technical Information (OSTI), abril de 2002. http://dx.doi.org/10.2172/795377.
Texto completoChang, Tom, Joshua Graff Zivin, Tal Gross y Matthew Neidell. The Effect of Pollution on Worker Productivity: Evidence from Call-Center Workers in China. Cambridge, MA: National Bureau of Economic Research, junio de 2016. http://dx.doi.org/10.3386/w22328.
Texto completoArmas, Elvira, Gisela O'Brien, Magaly Lavadenz y Eric Strauss. Rigorous and Meaningful Science for English Learners: Urban Ecology and Transdisciplinary Instruction. CEEL, 2020. http://dx.doi.org/10.15365/ceel.article.2020.1.
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