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Artykuły w czasopismach na temat "Call centers"
Kasznar, Istvan Karoly. "Administración de Call Center Ante Exigências del Consumidor". Revista Pensamento Contemporâneo em Administração 2, nr 3 (15.12.2008): 59. http://dx.doi.org/10.12712/rpca.v2i3.149.
Pełny tekst źródłaJaoua, Amel, Pierre L’Ecuyer i Louis Delorme. "Call-type dependence in multiskill call centers". SIMULATION 89, nr 6 (4.04.2013): 722–34. http://dx.doi.org/10.1177/0037549713479405.
Pełny tekst źródłaZAREEN, SHAFAQ, i DR SUREKHA RANA. "Job Satisfaction and Demographics: Implications in Call Centers". International Journal of Scientific Research 3, nr 4 (1.06.2012): 1–4. http://dx.doi.org/10.15373/22778179/apr2014/222.
Pełny tekst źródłaSato, Hidenori. "Are call centers sweatshops?" Annals of Business Administrative Science 17, nr 5 (15.10.2018): 193–202. http://dx.doi.org/10.7880/abas.0180830a.
Pełny tekst źródłaBorst, Sem, Avi Mandelbaum i Martin I. Reiman. "Dimensioning Large Call Centers". Operations Research 52, nr 1 (luty 2004): 17–34. http://dx.doi.org/10.1287/opre.1030.0081.
Pełny tekst źródłaTalley, C. Richard. "Customer-service call centers". American Journal of Health-System Pharmacy 53, nr 17 (1.09.1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.
Pełny tekst źródłaWuring, Nicolette. "Ethics and call centers". CallCenter INTERNATIONAL 2, nr 1 (luty 2009): 10–14. http://dx.doi.org/10.1007/bf03252238.
Pełny tekst źródłaShah, Younis Ahamd, i Dr Riyaz Ahmad Rainayee. "Determinants of Attrition in Call Centers: a study of Indian Call Centers". IOSR Journal of Business and Management 16, nr 6 (2014): 46–51. http://dx.doi.org/10.9790/487x-16624651.
Pełny tekst źródłaBhulai, S., i G. Koole. "Queueing model for call blending in call centers". IEEE Transactions on Automatic Control 48, nr 8 (sierpień 2003): 1434–38. http://dx.doi.org/10.1109/tac.2003.815038.
Pełny tekst źródła김준우 i Jang Hee Lee. "Prioritizing the Transferred Calls in Two-Stage Call Centers". Journal of Korea Service Management Society 12, nr 1 (marzec 2011): 155–87. http://dx.doi.org/10.15706/jksms.2011.12.1.007.
Pełny tekst źródłaRozprawy doktorskie na temat "Call centers"
Vuthipadadon, Somchan. "Scheduling inbound calls in call centers". [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3355541.
Pełny tekst źródłaReed, Joshua E. "Queueing Models for Large Scale Call Centers". Diss., Georgia Institute of Technology, 2007. http://hdl.handle.net/1853/16332.
Pełny tekst źródłaJouini, Oualid. "Stochastic modeling in call centers operations management". Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.
Pełny tekst źródłaIn this thesis, we focus on various operations management issues of call centers. We derive both qualitative and quantitative results for practical management. In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show the benefits of the team-based organization in providing better performances. Next, we consider a multicall call center with impatient customers. We develop dynamic scheduling policies that assign customers to the waiting lines. We focus on differentiated service levels criteria related to the fraction of abandoning customers. Finally, we propose a call center model in which we provide information about queueing delays to customers, and we quantify its effect upon performance. In the second part of the thesis, we tackled the quantitative analysis of stochastic processes ans queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes. Second, we investigate some monotonicity properties for the probability of being served in markovian queueing systems with impatient customers
Thompson, Julieo Stephen. "The Evolution of Technology in Call Centers". Diss., NSUWorks, 2019. https://nsuworks.nova.edu/gscis_etd/1068.
Pełny tekst źródłaCombs, Kimberly M. "Strategies for Retaining Employees for Call Centers". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3341.
Pełny tekst źródłaEllway, Benjamin Piers William. "Call centres : work, service, & technologies". Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.
Pełny tekst źródłaLegros, Benjamin. "Optimization of multi-channel and multi-skill call centers". Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.
Pełny tekst źródłaMoreira, Rogério. "A rotatividade de pessoal em call centers brasileiros". Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/1291.
Pełny tekst źródłaThis dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy chosen by Huselid(1995) and Batt(2002). The related data to reach research objectives were gotten from a survey developed by The Global Call Center Project. The sample is based on a survey administered to 114 call centers of 103 organizations from 200 associates of Associação Brasileira de Telesserviços (ABT). The same survey was applied in 16 other countries, allowing benchmarking, stretching analysis horizon. The data analysis was made in three steps: management model analysis, mean comparisons and multivariate analysis. The first step showed a strong emphasis in the services mass production model. The mean comparison showed that the brazilian call centers are extremely strait in use of scripts, monitoring and employee discretion practices. These practices contribute negatively to job quality, which has a strong correlation with employee turnover. The multivariate analysis ( logistic regression ) showed a good adjustment in the proposed model, both in the adjustment index ( R2 CS=0,549 e R2 N = 0,741) and in the discriminative capacity ( area of ROC curve =0,938) and also showed that the correlation between HRM practices and employee turnover are considerable. The main suggestion is to have as HRM objective the continuous improvement of job quality, which requires a tradeoff with firm expenses and service level, it also increases variability and represents a change in the call center management culture
Esta dissertação é o relatório de uma pesquisa desenvolvida para estudar as causas do alto índice de rotatividade de pessoal no setor de call centers brasileiros. Após uma revisão dos principais aspectos da gestão de call centers e da pesquisa sobre Rotatividade de Pessoal, optou-se por estudar a correlação com as práticas de gestão de pessoas, na mesma linha de pesquisa de Huselid(1995) e Batt (2002). Os dados necessários para alcançar os objetivos desta pesquisa foram obtidos através de um survey desenvolvido no âmbito da pesquisa The Global Call Center Project.A amostra é composta por 114 questionários respondidos por 103 organizações de 200 empresas consultadas entre as empresas associadas à Associação Brasileira de Telesserviços (ABT). A mesma pesquisa foi realizada em outros dezesseis países, permitindo análise comparativa dos resultados, ampliando o horizonte de análise. A análise dos dados foi efetuada em três etapas: a análise do modelo de gestão, a comparação das médias dos indicadores e, a análise multivariada. A primeira etapa mostrou uma demasiada ênfase no uso do modelo Produção em Massa de Serviços. A análise das médias mostra que os call centers brasileiros são extremamente rígidos no que se refere às práticas de uso obrigatório de scripts, monitoramento e autonomia. Estas práticas contribuem de forma negativa para a qualidade do trabalho, que mantém uma forte correlação a Rotatividade de Pessoal. Análise multivariada apresentou um bom ajustamento do modelo proposto, tanto do ponto de vista dos índices de ajustamento (R2 CS=0,549 e R2 N = 0,741) como pela capacidade discriminante (área da curva ROC=0,938), evidenciando que a correlação entre as práticas de gestão de pessoas e a Rotatividade Voluntária é considerável. Sugerimos como objetivo importante na gestão de pessoas a melhoria contínua da qualidade do trabalho, que é uma solução de compromisso, pois causa um impacto importante nos gastos da organização, no nível de serviço, aumenta a variabilidade e representa uma mudança na cultura gerencial em call centers
Marques, Ana Paula Fernandes. "Call Centers: inovação tecnológica, manutenção das formas organizacionais". Master's thesis, Instituto Superior de Economia e Gestão, 2004. http://hdl.handle.net/10400.5/912.
Pełny tekst źródłaUma das problemáticas mais discutidas no seio da sociedade da informação é a subsistência de alguns dos aspectos mais negativos da sociedade industrial, apesar de toda a evolução tecnológica que tem acontecido nos últimos anos. Um desses aspectos é a organização do trabalho e os efeitos que tem nos trabalhadores. Na época áurea do Taylorismo/Fordismo os trabalhadores das linhas de montagem apresentavam níveis elevados de alienação, por um lado, devido ao trabalho ser repetitivo e destituído de qualquer incentivo à criatividade, e por outro, por via das suas qualificações serem muito poucas e logo escassearem oportunidades de vida alternativas. Hoje em dia, embora diferentes, perduram muitas linhas de montagem. Diferentes algumas delas, porque a automatização é omnipresente, porque a produção é especializada ou flexível e, sobretudo, porque os trabalhadores têm qualificações elevadas e projectos de vida paralelos. O presente trabalho, constituído por um estudo de caso efectuado numa empresa prestadora de serviços de call center, tenta justamente analisar a organização do trabalho na linha de atendimento, e verificar de que modo os operadores, força executante dos serviços prestados, são afectados por essa organização, na postura que têm perante o trabalho e o emprego.
One of the most discussed problematic amidst the information society is the maintenance of some negative aspects of the industrial era, in spite of the huge technological evolution we have been experiencing for the last years. One of these aspects is the work organization and the effect it has on workers. During the golden years of Taylorism/Fordism, assembling line workers showed high levels of alienation, caused, on one hand, by the repetitive work and the lack of any incentive for creativity, and, on the other, because their qualifications were few and therefore alternative life opportunities were scarce. Nowadays, although different, several assembling lines prevail. Different, because automatization is comprised in all processes, production is customized and flexible and, above all, workers are highly qualified having life projects alongside work. This research, which consists of a case study performed in a call center service provider, tries to analyse the work organization in an attendance line, and verify in what way operators, the main workforce, are affected by that organization concerning behaviour towards their work and job.
SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência". Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.
Pełny tekst źródłaOs call centers de serviços de emergência fornecem serviçoes de extrema importância para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato com um call center, para onde convergem todas as chamadas. Essa central faz o acionamento dos profissionais da Polícia Militar, Corpo de Bombeiros, Polícia Civil e da Polícia Científica. Baseado na importância dos serviços de emergência,é necessário que os call centers prestem seus serviços de forma eficiente, respeitando um tempo máximo de atendimento, diminuindo o tempo de resposta as chamadas o que pode salvar vidas, combater crimes, manter a segurança da sociedade e proporcionar maior qualidade de vida à população. Este trabalho faz a avaliação e o planejamento de call centers de emergências a partir de um modelo estocástico expolinomial para simular o ambiente real. Avaliou-se: o comportamento da taxa de ocupação na fila de espera; o número de ligações descartadas; a probabilidade de desistências das ligações telefônicas, e o número de servidores livres para dar o prognóstico da real necessidade dos servidores e a relação com o número de ligações suportadas do call center. Visou-se, assim, com base nos resultados obtidos pelo modelo gerado, diminuir o tempo de resposta das chamadas de emergência, bem como o tempo de espera para atendimento e reduzir, com isso, o número de abandonos das ligações telefônicas. O pressente estudo proporcionou suporte a decisões para correções de problemas, como a má utilização dos serviços prestados. Um estudo de caso é apresentado para análise do impacto das variações da carga de trabalho no desempenho do call center, e o reflexo na taxa de ocupação na fila de espera, no número de ligações descartadas, na probabilidade de desistências das ligações telefônicas e no número de servidores livres. Foi feita a análise do impacto do aumento da fila de espera para atendimento e seu impacto no desempenho do call center
Książki na temat "Call centers"
Joanna, Reeves, Proudfoot Consulting (Europe) Ltd i Confederation of British Industry, red. Call centres. London: Caspian, 2000.
Znajdź pełny tekst źródłaAbbott, James C. Designing effective call centers. Greenville, SC: Robert Houston Smith Pub., 2007.
Znajdź pełny tekst źródłaPractices, LLC Best. Call centers: Executive insights for excellence. Chapel Hill, NC: Best Practices, 2001.
Znajdź pełny tekst źródłaEsher, Joseph. Answering the call: a benchmark of Minnesota's call center industry. Saint Paul, MN: Minnesota Trade & Economic Development, 2000.
Znajdź pełny tekst źródłaExecutive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.
Znajdź pełny tekst źródłaCongress, Trades Union. It's your call: Employment rights for call centre workers. London: TUC, 2001.
Znajdź pełny tekst źródłaEckart, Menzler-Trott, i Hahnel Markus, red. Call Center Evolution: Standards für effiziente Kunden- und Mitarbeiterbeziehungen. München: Vahlen, 2002.
Znajdź pełny tekst źródłaDurr, William. Building a world-class inbound call center. [S.l.]: W. Durr, 1996.
Znajdź pełny tekst źródłaKörs, Anna. Call Center Markt Deutschland, das Fallbeispiel Hamburg. Münster: Lit, 2002.
Znajdź pełny tekst źródłaCUNA & Affiliates. Center for Professional Development., red. Credit union call center handbook. Dubuque, Iowa: Kendall/Hunt Pub. Co., 1999.
Znajdź pełny tekst źródłaCzęści książek na temat "Call centers"
Miller, Alonso. "Call Centers Cloud Use in Call Centers". W Enterprise Cloud Computing for Non-Engineers, 191–94. Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018. | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.”: Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-14.
Pełny tekst źródłaFriginal, Eric, i Rachelle Friginal. "Outsourced Call Centers". W Philippine English, 340–52. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429427824-35.
Pełny tekst źródłaAl-Bayati, Ahmed, i Louis Panzer. "One-Call Centers". W Underground Utilities for Construction Practitioners and Homeowners, 21–31. Reston, VA: American Society of Civil Engineers, 2021. http://dx.doi.org/10.1061/9780784415818.ch02.
Pełny tekst źródłaMehrotra, Vijay, Thomas A. Grossman i Douglas A. Samuelson. "Call and Contact Centers". W Encyclopedia of Operations Research and Management Science, 144–50. Boston, MA: Springer US, 2013. http://dx.doi.org/10.1007/978-1-4419-1153-7_95.
Pełny tekst źródłaJorge, Sérgio, Carlos Pereira i Paulo Novais. "Intelligent Call Routing for Telecommunications Call-Centers". W Lecture Notes in Computer Science, 316–28. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-62362-3_28.
Pełny tekst źródłaWang, Ze, Aaron D. Arndt, Surendra N. Singh i Monica Biernat. "Linguistic Stereotyping in Call Centers". W Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference, 71–75. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10963-3_32.
Pełny tekst źródłaStolletz, Raik. "Characterization of Inbound Call Centers". W Lecture Notes in Economics and Mathematical Systems, 3–20. Berlin, Heidelberg: Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-642-55506-0_2.
Pełny tekst źródłaCleveland, Brad, Julia Mayben i Günter Greff. "Wie Sie die Arbeitsweise des Call Centers der Unternehmensleitung präsentieren". W Call Center Management, 143–55. Wiesbaden: Gabler Verlag, 1998. http://dx.doi.org/10.1007/978-3-322-93006-4_9.
Pełny tekst źródłaWilkoszewski, Alexander, i Michael Wolff. "Zertifizierung und Datenintegration als Erfolgskonzept eines Call Centers am Beispiel regiocom". W Call Center Benchmarking, 75–96. Wiesbaden: Gabler Verlag, 2005. http://dx.doi.org/10.1007/978-3-322-89041-2_5.
Pełny tekst źródłaMattia, Sara, Fabrizio Rossi, Mara Servilio i Stefano Smriglio. "Robust Shift Scheduling in Call Centers". W Lecture Notes in Computer Science, 336–46. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-14115-2_29.
Pełny tekst źródłaStreszczenia konferencji na temat "Call centers"
Kim, Woosung. "Online call quality monitoring for automating agent-based call centers". W Interspeech 2007. ISCA: ISCA, 2007. http://dx.doi.org/10.21437/interspeech.2007-56.
Pełny tekst źródłaAltinok, Hatice, Serdar Kurdal i Murtaza Mehdi Yucal. "Turkish Speech Recognition in Call Centers". W 2021 6th International Conference on Computer Science and Engineering (UBMK). IEEE, 2021. http://dx.doi.org/10.1109/ubmk52708.2021.9558890.
Pełny tekst źródłaIbrahim, Rouba, i Ward Whitt. "REal-time delay estimation in call centers". W 2008 Winter Simulation Conference (WSC). IEEE, 2008. http://dx.doi.org/10.1109/wsc.2008.4736409.
Pełny tekst źródłaJouini, Oualid, i Yves Dallery. "Predicting queueing delays for multiclass call centers". W the 1st international conference. New York, New York, USA: ACM Press, 2006. http://dx.doi.org/10.1145/1190095.1190180.
Pełny tekst źródłaHishinuma, Chiaki, Masaaki Kanakubo i Takuma Goto. "An Agent Scheduling Optimization for Call Centers". W The 2nd IEEE Asia-Pacific Service Computing Conference (APSCC 2007). IEEE, 2007. http://dx.doi.org/10.1109/apscc.2007.27.
Pełny tekst źródłaHishinuma, Chiaki, Masaaki Kanakubo i Takuma Goto. "An Agent Scheduling Optimization for Call Centers". W The 2nd IEEE Asia-Pacific Service Computing Conference (APSCC 2007). IEEE, 2007. http://dx.doi.org/10.1109/apscc.2007.4414490.
Pełny tekst źródłaRobbins, Thomas, D. J. Medeiros i Paul Dum. "Evaluating Arrival Rate Uncertainty in Call Centers". W 2006 Winter Simulation Conference. IEEE, 2006. http://dx.doi.org/10.1109/wsc.2006.323019.
Pełny tekst źródłaArchawaporn, Laksamon, i Waranyu Wongseree. "Erlang C model for evaluate incoming call uncertainty in automotive call centers". W 2013 International Computer Science and Engineering Conference (ICSEC). IEEE, 2013. http://dx.doi.org/10.1109/icsec.2013.6694762.
Pełny tekst źródłaDucic, Aleksandra, Gordana Savic i Milena Popovic. "EFFICIENCY MEASUREMENT OF CUSTOMER SERVICE CALL CENTER". W Economic and Business Trends Shaping the Future. Ss Cyril and Methodius University, Faculty of Economics-Skopje, 2020. http://dx.doi.org/10.47063/ebtsf.2020.0026.
Pełny tekst źródłaThiongane, Mamadou, Wyean Chan i Pierre L'Ecuyer. "Waiting time predictors for multi-skill call centers". W 2015 Winter Simulation Conference (WSC). IEEE, 2015. http://dx.doi.org/10.1109/wsc.2015.7408410.
Pełny tekst źródłaRaporty organizacyjne na temat "Call centers"
Oster, Emily, i M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. Cambridge, MA: National Bureau of Economic Research, kwiecień 2010. http://dx.doi.org/10.3386/w15922.
Pełny tekst źródłaJahromi, Maryam Eslami, Haleh Ayatollahi i Ali Ebrazeh. Covid-19 hotlines, helplines and call centers: A systematic review of characteristics, challenges and lessons learned. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, luty 2024. http://dx.doi.org/10.37766/inplasy2024.2.0052.
Pełny tekst źródłaWiseman, Jane. Innovations in Public Service Delivery: Issue No 01: Can 311 Call Centers Improve Service Delivery? Lessons from New York and Chicago. Inter-American Development Bank, styczeń 2015. http://dx.doi.org/10.18235/0006993.
Pełny tekst źródłaMuradali, Chen i Lunt. L52191 Effectiveness of New Prevention Technologies for Mechanical Damage. Chantilly, Virginia: Pipeline Research Council International, Inc. (PRCI), grudzień 2003. http://dx.doi.org/10.55274/r0011318.
Pełny tekst źródłaArmas, Elvira, Gisela O'Brien, Magaly Lavadenz i 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.
Pełny tekst źródłaLavadenz, Magaly, i Anaida Colón-Muñiz. The Latin@ Teacher Shortage: Learning from the Past to Inform the Future. Loyola Marymount University, 2017. http://dx.doi.org/10.15365/ceel.policy.5.
Pełny tekst źródłaPhillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Fort Belvoir, VA: Defense Technical Information Center, maj 2005. http://dx.doi.org/10.21236/ada443984.
Pełny tekst źródłaVogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, styczeń 2000. http://dx.doi.org/10.15760/etd.7115.
Pełny tekst źródłaQuinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Fort Belvoir, VA: Defense Technical Information Center, kwiecień 2004. http://dx.doi.org/10.21236/ada429099.
Pełny tekst źródłaPitt, Edward. Economic Analysis of the Integrated Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, październik 1997. http://dx.doi.org/10.21236/ada331004.
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