Academic literature on the topic 'Customer service call centres'
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Journal articles on the topic "Customer service call centres"
Oodith, Devina. "Enhanced Customer Interactions through Customer-Centric Technology within a Call Centre." Journal of Economics and Behavioral Studies 11, no. 2(J) (May 13, 2019): 79–91. http://dx.doi.org/10.22610/jebs.v11i2(j).2820.
Full textKasabov, 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 (February 4, 2014): 25–46. http://dx.doi.org/10.1108/ejm-02-2012-0054.
Full textBrown, Gavin, and Gillian Maxwell. "Customer Service in UK call centres:." Journal of Retailing and Consumer Services 9, no. 6 (November 2002): 309–16. http://dx.doi.org/10.1016/s0969-6989(01)00040-6.
Full textChicu, 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 (September 12, 2016): 616–41. http://dx.doi.org/10.1108/jstp-10-2014-0243.
Full textTalley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (September 1, 1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.
Full textDean, Alison M. "Service quality in call centres: implications for customer loyalty." Managing Service Quality: An International Journal 12, no. 6 (December 2002): 414–23. http://dx.doi.org/10.1108/09604520210451894.
Full textEllway, Benjamin. "Design vs practice." International Journal of Operations & Production Management 36, no. 4 (April 4, 2016): 408–28. http://dx.doi.org/10.1108/ijopm-11-2013-0487.
Full textCrone, Gary, Lorraine Carey, and Peter Dowling. "Calling on Compensation in Australian Call Centres." Journal of Management & Organization 9, no. 3 (January 2003): 62–76. http://dx.doi.org/10.1017/s1833367200004715.
Full textCrone, 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 (January 2003): 62–76. http://dx.doi.org/10.5172/jmo.2003.9.3.62.
Full textPiers William Ellway, Benjamin. "Is the quantity-quality trade-off in call centres a false dichotomy?" Managing Service Quality 24, no. 3 (May 6, 2014): 230–51. http://dx.doi.org/10.1108/msq-09-2013-0192.
Full textDissertations / Theses on the topic "Customer service call centres"
Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.
Full textJason, Bronwin Anastasia. "An adaptive user interface model for contact centres." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/989.
Full textKotze, Theo. "The effect of national culture on customer satisfaction in call centres across national borders." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/23069.
Full textDissertation (MBA)--University of Pretoria, 2012.
Gordon Institute of Business Science (GIBS)
unrestricted
Chicu, Doriana. "Employees and customers in call centres: confirmatory and exploratory study." Doctoral thesis, Universitat Rovira i Virgili, 2015. http://hdl.handle.net/10803/396290.
Full textEl presente estudio es una conexión entre las disciplinas de RH y Marketing, y examina el modelo service-profit chain (SPC) en el sector de Call Centre, caracterizado por un servicio remoto y un negocio basado en la reducción de costes. Los datos se han colectado del Proyecto “Global Call Center Project”. Hemos realizado dos estudios. En el primer estudio (confirmatorio) se ha empleado una muestra internacional (n = 937). En el segundo estudio (exploratorio) utilizamos una muestra española (n = 109). Los resultados revelan que el modelo SPC tiene una aplicación diferente en los call centres. Aunque a nivel general podemos confirmar la mayoría de las relaciones del modelo, los resultados indican que la satisfacción del cliente es un resultado separado, y no un precursor de rendimiento de la empresa. También encontramos una alternativa de medir el constructo individual de satisfacción del empleado con los datos organizacionales disponibles. Adicionalmente, descubrimos ciertas discrepancias en la relación entre la productividad y la satisfacción de los empleados.
This thesis is an interface between HR and Marketing discipline, by examining the Service-Profit Chain (SPC) model in the context of call centre, characterized by remote service and cost cutting business models. Data was gathered from the Global Call Centre Project. We carried out two studies. The first one is a confirmatory study, using an international sample (n=937). In the second study we use a Spanish sample (n=109) and carry out an exploratory study. Findings reveal that the SPC model behaves somewhat differently in call centres. Although there is general support for most of the links in the model, the results indicate that customer satisfaction in the call centre industry is a separate outcome, rather than a precursor to company performance. In addition, we found a way to measure the individual level of employee satisfaction construct with organizational available data. We also discovered some discrepancies in the relationship between employee satisfaction and employee productivity.
Barnes, 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.
Full textChu, Qiao M. Eng Massachusetts Institute of Technology, and Nisha Palvia. "Enhancing the customer service experience in call centers using preemptive solutions and queuing theory." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/112874.
Full textCataloged from PDF version of thesis.
Includes bibliographical references (page 79).
The security alarms services market in the United States delivers hardware equipment and services to homeowners and businesses to help monitor and enhance personal property protection. Customer satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service systems including call centers. Our client, AlarmCo, a top provider of property protection, manages an inbound call center that supports a range of questions from customers who call within thirty days from the alarm installation date. Often, security companies fail to utilize strategic solutions when managing inbound customer call traffic and default to reactive measures which unnecessarily increase customer wait times. The key question the team aims to address in this thesis is: "How can we improve the customer service experience for customers of a major security service provider in the United States?" For this thesis, MIT partnered with OnProcess Technology, a managed services provider specializing in complex, global service supply chain operations, to develop a robust framework to preemptively reduce the number of inbound customer calls, and thereby improve customer service. Using ABC segmentation, the team categorized customers by reason code and demographics. To simulate the client's call center queue, the team calculated the key inputs for the queuing model including average wait time, interarrival rates and number of servers. The team then chose and developed the M/M/n stochastic queuing model for the simulation. The M/M/n queue reflects a simple system with parallel servers, arrivals with a Poisson distribution and service times that are exponentially distributed. Next, the customer segmentation was used to develop targeted preemptive solutions. Taking into account feasibility ratings, the team assigned success rates to each solution and adjusted the inbound call data accordingly. By analyzing the outputs of the simulation before and after adjusting the dataset, the team quantified the impact of preemptive solutions on the call center queue. Ultimately, narrowing to twelve strategic preemptive solutions led to the enhancement of the as-is queuing model by reducing average wait time by up to 35%.
by Qiao Chu and Nisha Palvia.
M. Eng. in Supply Chain Management
Spies, Marelise. "Emotional labour and the experience of emotional exhaustion amongst customer service representatives in a call centre." Thesis, Link to the online version, 2006. http://hdl.handle.net/10019/1221.
Full textVisser, Willem Alfonzo. "Daily hassles, resilience, and burnout of call centre staff / Willem Alfonzo Visser." Thesis, North-West University, 2007. http://hdl.handle.net/10394/1701.
Full textFernandes, Joaquim Márcio Sousa. "A liderança no Call Center: o caso da TMN/PT Contact." Master's thesis, Instituto Superior de Ciências Sociais e Políticas, 2013. http://hdl.handle.net/10400.5/5171.
Full textA liderança é um tema muito importante a nível das organizações, pois é vital para o seu sucesso. Pode ser definida como um processo de influência social através do qual o líder procura obter a participação voluntária dos outros elementos do grupo no sentido de atingirem a causa comum. O enquadramento deste trabalho orientou-se para a definição das várias teorias da liderança e conceitos correlatos, no sentido de permitir contextualizar a liderança num ambiente organizacional particular: o call center, ambiente que já foi sociologicamente descrito como um caso notório de neo-taylorismo terciário. Com apoio na teoria situacionista, constatou-se que existe a expectativa teórica da relação entre tarefas simples, repetitivas e rotineiras (como as que caracterizam o call center) com uma adequação e sucesso particulares da liderança autocrática. O estudo empírico que empreendemos desenvolveu-se em torno dessa premissa, orientado para o teste da seguinte hipótese: Existe uma predominância do estilo de liderança autocrático por parte dos supervisores no call center. Para a testar recorreu-se ao inquérito por questionário aplicado a supervisores (auto-avaliação) e comunicadores (hetero-avaliação). Os resultados do estudo invalidaram a hipótese pois mostram que a maioria dos líderes analisados tem um estilo democrático e nenhum tem um estilo autocrático.
Leadership is a very important topic at the level of organizations because it is vital to its success. It can be defined as a process of social influence through which the leader seeks the voluntary participation of other group members in order to achieve the common cause. The framework of this dissertation was directed toward the definition of the various theories of leadership and related concepts, in order to allow a deep understanding of leadership in a particular organizational environment: the call centre, an environment that has been described sociologically as a notorious case of tertiary neo-taylorism. With support in the situationist theory, it was found that there is a theoretical expectation about the relationship between simple, repetitive and routine tasks (such as those that characterize the call centre) with a particular suitability and success of autocratic leadership. The empirical study we have undertaken has developed around this premise, aimed to test the following hypothesis: There is a predominance of autocratic style of leadership among supervisors in the call centre. For testing we used the survey questionnaire administered to supervisors (self assessment) and communicators (hetero-evaluation). The study results invalidate the hypothesis because they show that most leaders have a democratic style and none has an autocratic style.
Blažej, Michal. "Postavení a úloha call center." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2008. http://www.nusl.cz/ntk/nusl-221646.
Full textBooks on the topic "Customer service call centres"
Clarke, Keith. Customer call centres report. London: Cambridge MarketIntelligence, 1995.
Find full textHunter, David. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.
Find full textFoundation for Information Technology in Local Government., ed. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.
Find full textGranered, Erik. Global call centers: Achieving outstanding customer service across cultures & time zones. Boston: Nicholas Brealey International, 2005.
Find full textCall centre training handbook: A complete guide to learning and development in contact centres. London: Kogan Page, 2008.
Find full textLa gestion d'un centre de contacts clientèle: Les notions de base, un lexique complet des termes anglais-français utilisés dans le milieu. Montréal: Éditions Transcontinental, 2001.
Find full textPractices, LLC Best. Service-to-sales excellence: Developing service representatives into high-sales achievers. Chapel Hill, NC: Best Practices, LLC, 2004.
Find full textOffice, General Accounting. Customer service: Human capital management at selected public and private call centers : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives. Washington, D.C. (P.0. Box 37050 Washington, D.C. 20013): The Office, 2000.
Find full textJulia, Mayben, ed. Call center management on fast forward: Succeeding in today's dynamic inbound environment. Annapolis, Md: Call Center Press, 1997.
Find full text1967-, Bapat Vivek, and Hall Bill 1944-, eds. Call center performance enhancement using simulation and modeling. West Lafayette, Ind: Ichor Business Books, 1999.
Find full textBook chapters on the topic "Customer service call centres"
Deery, Stephen, Roderick Iverson, and Janet Walsh. "The Effect of Customer Service Encounters on Job Satisfaction and Emotional Exhaustion." In Call Centres and Human Resource Management, 201–22. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_9.
Full textKinnie, Nicholas, and Jon Parsons. "Managing Client, Employee and Customer Relations: Constrained Strategic Choice in the Management of Human Resources in a Commercial Call Centre." In Call Centres and Human Resource Management, 102–26. London: Palgrave Macmillan UK, 2004. http://dx.doi.org/10.1057/9780230288805_5.
Full textMolnar, Goran, Domagoj Jakobović, and Matija Pavelić. "Workforce Scheduling in Inbound Customer Call Centres with a Case Study." In Applications of Evolutionary Computation, 831–46. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-31204-0_53.
Full textMerkle, Moritz. "Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight." In Humanoid Service Robots, 145–72. Wiesbaden: Springer Fachmedien Wiesbaden, 2021. http://dx.doi.org/10.1007/978-3-658-34440-5_6.
Full textSproll, Martina. "Missing Links in Service Value Chain Analysis—Space, Identity and Inequality in Brazilian Call Centres." In Space, Place and Global Digital Work, 105–25. London: Palgrave Macmillan UK, 2016. http://dx.doi.org/10.1057/978-1-137-48087-3_6.
Full textCiftci, Olena, and Katerina Berezina. "Exploring Customer Experience with Service Robots in Hospitality and Tourism: Activity Theory Perspective." In Information and Communication Technologies in Tourism 2023, 65–76. Cham: Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-25752-0_6.
Full textHachinger, Stephan, Martin Golasowski, Jan Martinovič, Mohamad Hayek, Rubén Jesús García-Hernández, Kateřina Slaninová, Marc Levrier, et al. "Leveraging High-Performance Computing and Cloud Computing with Unified Big-Data Workflows: The LEXIS Project." In Technologies and Applications for Big Data Value, 159–80. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-78307-5_8.
Full textRangaswamy, Nimmi, and Haripriya Narasimhan. "The Power of Data Science Ontogeny: Thick Data Studies on the Indian IT Skill Tutoring Microcosm." In Transforming Communications – Studies in Cross-Media Research, 75–96. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-96180-0_4.
Full text"CUSTOMER SERVICE." In Maximizing Call Center Performance, 99–112. CRC Press, 1999. http://dx.doi.org/10.1201/9781482294552-17.
Full text"CHOOSING HELP DESK/CUSTOMER SERVICE SOFTWARE." In The Call Center Handbook, 138–47. CRC Press, 2007. http://dx.doi.org/10.1201/9781482280623-19.
Full textConference papers on the topic "Customer service call centres"
Ducic, Aleksandra, Gordana Savic, and Milena Popovic. "EFFICIENCY MEASUREMENT OF CUSTOMER SERVICE CALL CENTER." In 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.
Full textDai, J. G., and Shuangchi He. "Estimating customer patience-time density in large-scale call centers." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530135.
Full textDo, Van Hai, and Van Tuan Mai. "Agent/Client Speech Identification for Mixed-Channel Conversation in Customer Service Call Centers." In 2020 International Conference on Asian Language Processing (IALP). IEEE, 2020. http://dx.doi.org/10.1109/ialp51396.2020.9310469.
Full textDo, Van Hai, and Van Tuan Mai. "Agent/Client Speech Identification for Mixed-Channel Conversation in Customer Service Call Centers." In 2020 International Conference on Asian Language Processing (IALP). IEEE, 2020. http://dx.doi.org/10.1109/ialp51396.2020.9310469.
Full textKahn, Laura H., Onur Savas, Adamma Morrison, Kelsey A. Shaffer, and Lila Zapata. "Modelling Hybrid Human-Artificial Intelligence Cooperation: A Call Center Customer Service Case Study." In 2020 IEEE International Conference on Big Data (Big Data). IEEE, 2020. http://dx.doi.org/10.1109/bigdata50022.2020.9377747.
Full textKarni, Reuven, and Maya Kaner. "Knowledge-Based Design of Services With Application to an After-Sales Service Facility." In ASME 2008 9th Biennial Conference on Engineering Systems Design and Analysis. ASMEDC, 2008. http://dx.doi.org/10.1115/esda2008-59156.
Full textArpasat, Poohridate, Parham Porouhan, and Wichian Premchaiswadi. "Improvement of call center customer service in a thai bank using disco fuzzy mining algorithm." In 2015 13th International Conference on ICT and Knowledge Engineering (ICT & Knowledge Engineering 2015). IEEE, 2015. http://dx.doi.org/10.1109/ictke.2015.7368477.
Full textChuchaimongkhon, Chenchira, Parham Porouhan, and Wichian Premchaiswadi. "A study to investigate time durations of a call center customer service using transition systems." In 2016 14th International Conference on ICT and Knowledge Engineering (ICT&KE). IEEE, 2016. http://dx.doi.org/10.1109/ictke.2016.7804104.
Full textGustavsson, K. "Service time effects of distancing from the customer, a case study from the swedish emergency call center." In 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM). IEEE, 2017. http://dx.doi.org/10.1109/ieem.2017.8289966.
Full textJouini, Oualid, and Yves Dallery. "Real-Time Scheduling Policies for Multiclass Call Centers with Impatient Customers." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320776.
Full textReports on the topic "Customer service call centres"
Pitt, Edward. Economic Analysis of Customer Service Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331093.
Full text