MANAJEMEN KOMUNIKASI DI CALL CENTER TELKOM 147 KOTA SEMARANG
نویسندگان
چکیده
منابع مشابه
Call - Routing Schemes for Call - Center
Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
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This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routing algorithms, as well as the sophistication of the telephone and information technology infrastructure they require of the two operations. For three of these schemes, we provide a direct characterization of system performance. For the f...
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Preface This book is written for everybody who is dedicated to improving call center performance. It offers a rational, scientific method to the understanding and optimization of call centers. It explains all generic aspects of call and contact centers, from the basic Erlang formula to advanced topics such as skill-based routing and multi-channel environments. It does this without going into te...
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Information System Development (ISD) merupakan area yang memiliki banyak gejala konflik, antara lain permusuhan dan kecemburuan, kurangnya komunikasi, berkembangnya aturan, norma, rendahnya moral dan adanya frustasi. Hanya sedikit dari studi ISD yang telah mempelajari konflik interpersonal, manajemen dari konflik tersebut dan dampak dari konflik terhadap hasil proyek. Tiap individu memilih jeni...
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abStraCt Knowledge management is concerned with assisting the decision and problem solving process. In domains such as the call center, effective trouble shooting requires the (re)use of knowledge about problem classes, the range of solutions and the link between certain problems and solutions. Despite the existence of many knowledge management tools, knowledge is scattered across disparate sou...
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ژورنال
عنوان ژورنال: Jurnal Manajemen Komunikasi
سال: 2019
ISSN: 2549-0079,2548-3242
DOI: 10.24198/jmk.v2i1.11816