Influence of Call Centers on Emerging Business Models and Practices
نویسندگان
چکیده
منابع مشابه
Business Intelligence In Call Centers
This document takes a look into the world of business intelligence and the implications this field of study has on the modern call center. This document includes a discussion of the factors driving the need for business intelligence, a discussion on the benefits and challenges of business intelligence implementations while concentrating on business intelligence capabilities and the associated e...
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This is a survey of some academic research on telephone call centers. The surveyed research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of call centers is both natural and useful. Accordingly, queueing models have served as prevalent standard support tools for call center management. However, the modern call center is a complex socio-technical system. It th...
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15 صفحه اولBusiness Value of IT-Enabled Call Centers: An Empirical Analysis
Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...
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ژورنال
عنوان ژورنال: Asian Journal of Business and Management
سال: 2018
ISSN: 2321-2802
DOI: 10.24203/ajbm.v6i5.5467