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Relevant bibliographies by topics / Customer service call centres

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Journal articles

Academic literature on the topic 'Customer service call centres'

Author: Grafiati

Published: 11 December 2022

Last updated: 26 January 2023

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Journal articles on the topic "Customer service call centres"

1

Oodith, Devina. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre." Journal of Economics and Behavioral Studies 11, no. 2(J) (2019): 79–91. http://dx.doi.org/10.22610/jebs.v11i2(j).2820.

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Customer call centres have become a critical form of service delivery for many organisations hence technological innovations serve as a critical point of contact between the organisation and its customers and can assist in raising the stakes in businesses in terms of customer service delivery (Burgess & Connell, 2004). According to the 2017 Global Customer Experience Benchmarking Report technology has been the number one enabler to positively enhance customer service experience in the last 5 years (Business Tech, 2017). Customers have become so empowered that they expect to have flexibilit

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2

Kasabov, Edward, and Anna C.C.C. da Cunha. "Re-conceptualising call-centres as sites of control: the insider perspective." European Journal of Marketing 48, no. 1/2 (2014): 25–46. http://dx.doi.org/10.1108/ejm-02-2012-0054.

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Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with

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3

Brown, Gavin, and Gillian Maxwell. "Customer Service in UK call centres:." Journal of Retailing and Consumer Services 9, no. 6 (2002): 309–16. http://dx.doi.org/10.1016/s0969-6989(01)00040-6.

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4

Chicu, Dorina, Mireia Valverde, Gerard Ryan, and Rosemary Batt. "The service-profit chain in call centre services." Journal of Service Theory and Practice 26, no. 5 (2016): 616–41. http://dx.doi.org/10.1108/jstp-10-2014-0243.

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Purpose The purpose of this paper is to investigate the explanatory power of the service-profit chain (SPC) model in a context that differs from its original conception. The authors do so by considering whether the main relationships it proposes apply in the context of call centre services, characterised by remote services and cost cutting business models. Design/methodology/approach The data were gathered from a survey of call centre management with a sample of 937 call centres from 14 countries. The analysis was carried out using structural equation modelling. Findings Findings reveal that t

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5

Talley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.

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6

Dean, Alison M. "Service quality in call centres: implications for customer loyalty." Managing Service Quality: An International Journal 12, no. 6 (2002): 414–23. http://dx.doi.org/10.1108/09604520210451894.

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7

Ellway, Benjamin. "Design vs practice." International Journal of Operations & Production Management 36, no. 4 (2016): 408–28. http://dx.doi.org/10.1108/ijopm-11-2013-0487.

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Purpose – The purpose of this paper is to investigate how customer involvement in call routing affects the internal operations of the call centre service system by examining customer usability problems with the interactive voice response (IVR) system and the practices of agents used to redirect incorrectly routed calls. Design/methodology/approach – A qualitative case study combined direct observation of live calls through sit-bys with agents and semi-structured interviews conducted with coaches and managers within 13 separate teams across all four functional areas of a call centre operation.

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8

Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and

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9

Crone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of the Australian and New Zealand Academy of Management 9, no. 3 (2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.

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ABSTRACTWhile there is a growing body of research on telephone call centre management in the U.K. and the U.S.A., empirical studies in Australia are at an embryonic stage. To date, most of the studies have focussed on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and

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10

Piers William Ellway, Benjamin. "Is the quantity-quality trade-off in call centres a false dichotomy?" Managing Service Quality 24, no. 3 (2014): 230–51. http://dx.doi.org/10.1108/msq-09-2013-0192.

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Purpose – The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis, demonstrate that quantity and quality may not necessarily operate as a trade-off. Design/methodology/approach – Existing literature is reviewed to show how quantity-quality has been conceptualised to date, followed by an analysis of quantity-quality manifestations based upon an in-depth field study of work and service in a large and complex call centre operation. Advisors’ work practices were observed during

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