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Dissertations / Theses on the topic 'System service calls'

Author: Grafiati

Published: 4 June 2021

Last updated: 28 July 2025

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1

Hanaki, Nao. "The effect of the number of request calls on the time from call to hospital arrival: a cross-sectional study of an ambulance record database in Nara prefecture, Japan." 京都大学 (Kyoto University), 2017. http://hdl.handle.net/2433/225515.

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Knight, Gavin Mark. "Calls for Service and Police Effectiveness: The Role of Performance Measurement Systems." Thesis, Griffith University, 2014. http://hdl.handle.net/10072/367786.

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This thesis explores the adoption of public sector management reforms by police. The literature suggests that police have been more resistant to public sector management reform than other public sector organisations. One feature of public sector management reform—performance measurement—is evident in police agencies, but prior research does not provide a clear picture of whether performance measurement helps or hinders police effectiveness. The research presented in this thesis helps to clarify this picture by examining the influence of performance measurement on the effectiveness of police in

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Li, Bin. "Bandwidth allocation and call admission control in multi-services mobile wireless cellular networks /." View Abstract or Full-Text, 2003. http://library.ust.hk/cgi/db/thesis.pl?ELEC%202003%20LI.

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4

Yu, Sam Shaokai. "Performance analysis and call control procedures in high-speed multimedia personal wireless communications /." Title page, abstract and contents only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phy936.pdf.

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5

Chinhamo, Edmore. "The application of quality management systems at a computer customer contact centre in Cape Town." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/2310.

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Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011.<br>This research investigates the application of the quality management systems at a computer contact centre in Cape Town. It examines the issues around brand switching from the products supported by the computer customer contact centre to those manufactured by competitors. Its main interest is to interrogate the reasons customers give to call centre agents when they decide to switch brands. It also hopes to find out whether call agents understand the interrelation between quality management, bra

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Maseko, Sibusiso. "The impact of system features on call centre agents' job performance and on their service delivery." Master's thesis, University of Cape Town, 2010. http://hdl.handle.net/11427/10722.

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Includes bibliographical references (leaves 73-79).<br>The study was conducted with the agents in a contact centre environment in one of the leading insurance organisations in South Africa. The framework adopted was Theoretical Framework of User Satisfaction with a Web Interface which is adapted from Herzberg's Motivation-Hygiene theory.It was found that there are several factors impacting agents' job performance and customer service, including systems performance, page loading capacity, complexity and speed of information seeking tasks, system-telephonic integration, system-emails integration

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Keung, Yik. "Dynamic threshold call admission control policy of multi-service wireless cellular networks : a statistical approach /." View abstract or full-text, 2004. http://library.ust.hk/cgi/db/thesis.pl?PHYS%202004%20KEUNG.

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Thesis (M. Phil.)--Hong Kong University of Science and Technology, 2004.<br>Includes bibliographical references (leaves 80-81). Also available in electronic version. Access restricted to campus users.

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8

Korotkovas, Markas. "Development of a custom call management system for the service department of Premiere Copier Inc." [Denver, Colo.] : Regis University, 2006. http://165.236.235.140/lib/MKorotkovas2006.pdf.

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9

Schefe, Neville Lindsay. "The systematic improvement of advice given by public sector call centres." Thesis, Queensland University of Technology, 2006. https://eprints.qut.edu.au/16279/1/Neville_Schefe_Thesis.pdf.

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The persistent demand for increased accountability and value for money in the public sector from both the public and governments raises the issue of quality of service in advice-giving by governmental agencies. The goal of this study is to develop a model to validate frameworks able to contribute to improved advice-giving through the application of knowledge management principles. Zack's (2001) Four Knowledge Problem Model, Brogowicz, Delene, and Lyth's (1990) Synthesised Service Quality Model, and Markus's (2001) Theory of Knowledge Reuse are used to examine knowledge strategies in advice-gi

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Schefe, Neville Lindsay. "The systematic improvement of advice given by public sector call centres." Queensland University of Technology, 2006. http://eprints.qut.edu.au/16279/.

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The persistent demand for increased accountability and value for money in the public sector from both the public and governments raises the issue of quality of service in advice-giving by governmental agencies. The goal of this study is to develop a model to validate frameworks able to contribute to improved advice-giving through the application of knowledge management principles. Zack's (2001) Four Knowledge Problem Model, Brogowicz, Delene, and Lyth's (1990) Synthesised Service Quality Model, and Markus's (2001) Theory of Knowledge Reuse are used to examine knowledge strategies in advice-gi

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11

Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.

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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐ski

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12

Singh, Akash. "An intelligent user interface model for contact centre operations." Thesis, Nelson Mandela Metropolitan University, 2007. http://hdl.handle.net/10948/d1011399.

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Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software toget

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Tesfamicael, Aklilu D. "An architecture to enhance security for trading services in national electricity markets." Thesis, Queensland University of Technology, 2022. https://eprints.qut.edu.au/228680/1/Aklilu_Tesfamicael_Thesis.pdf.

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The energy trading system is an essential part of critical infrastructure systems. If adversaries were to exploit the vulnerabilities of energy trading systems that can disrupt electricity generation and supply nationally, resulting in a devastating chain reaction. This study designs an architecture to safeguard the trading system for Australia’s wholesale energy market. The outcome of this study is a roadmap of a viable and sustainable system architecture for the future development of energy trading systems. It includes a design of three achievable security control subsystems to record and pr

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Smogner, Peter, and Niklas Johnson. "How to enhance Shareholder Value through a Customer support in the Insurance industry : A BUSINESS DRIVEN APPROACH TOWARDS MOBILE- AND SELF-SERVICE- BUSINESS INTELLIGENCE." Thesis, KTH, Industriell Management, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-133359.

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An increased competitive climate has enhanced the importance for companies to differentiate from other companies. Today, the customer support within service organizations are often disregarded as a source of value due to the focus on costs. Further, it has become more important to leverage the contact with the customer at all encounters. New technological advancements within Business Intelligence have also enabled companies to increase their competitiveness through improved decision support. The objective of this thesis is through a case study investigate how an insurance company could leverag

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Jain, Neha. "A web services based system for parsing and managing calls for papers." 2006. http://www.lib.ncsu.edu/theses/available/etd-03282006-002954/unrestricted/etd.pdf.

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Ramlakhan, Niven Bhimraj. "Downlink call admission control in mixed service CDMA cellular networks." Thesis, 2007. http://hdl.handle.net/10413/8990.

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Since the ascendance of CDMA (Code Division Multiple Access) as the generally accepted multiple access technology of choice for next generation networks, the rate of development of the wireless cellular communication industry has been phenomenal. Next generation wireless cellular networks offer a myriad of voice, video, data and text based information services for the future multimedia and information society. This mixed service scenario implies that the same [mite resource i.e. the air interface must be shared amongst different classes of user, each with a specific quality of service. With mu

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HSU, CHIEN-MIN, and 許建民. "Research on Application Cost of Intelligent Customer Service System in Call Center." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/02252761134565285017.

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Huang, Chin-Meng, and 黃欽孟. "Implementation and Performance Analysis of Call Forwarding and Call Waiting Telecommunication Services in PC-DECT System." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/25087636431426935608.

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碩士<br>國立中正大學<br>電機工程研究所<br>90<br>As telecommunication technology advances, it is important to construct wireless/wired telephone integrated system, add new services at right moment, and integrate telecommunication services efficiently. From the result derived from [10], we construct a PBX/DECT integrated system, PC-DECT system, which is being developed for testing/implementing the IN functionalities. We use modular software architecture to design this integrated PBX system with some advanced telecommunication services. In this thesis, we extend the result of [10] to integrate CTI technology an

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Tseng, Ching-Hsun, and 曾慶勳. "The Study of Integrating GPS and Working-Hour Operating System for the Call Service Agent System." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/18183306581492984076.

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碩士<br>大葉大學<br>資訊管理學系碩士在職專班<br>95<br>The purpose of this research is to develop a Substitute Assignment Suggestion System through a Working Hour operating database. Whenever there is a service call, the information service company can efficiently manage currently available man power to avoid the penalty cost. The design of this research is to integrate the company’s maintenance data and GPS (Global Positioning System) to calculate the traveling time and the required time to finish the speific job. With the assistance of this system, users can justify quickly and accurately whether the current m

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Chang, Shu-Wen, and 張淑雯. "The Design of Service Delivery System in the Call Center of Information Hardware Industry：." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/11774837516412641402.

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碩士<br>國立交通大學<br>經營管理研究所<br>88<br>In response to the pressures of competition, the wake up of consumer consciousness as well as the improvement of information and communication technology, the business enterprises establish a single contact window─call center, providing quickly and high quality customer service. The research is to be of the opinion that the design of service delivery system will impact the performance of call center. The design of service delivery system should consider customer needs, and design different kinds of service delivery system in order to satisfy all kinds of custom

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Hung, Tzu-li, and 洪辭禮. "Applying Knowledge Base System to Improve the Service Quality of ISP''s Call Center." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/46248525550597597987.

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碩士<br>義守大學<br>資訊管理學系碩士班<br>93<br>In accordance to the approaching of broadband network era and globalization tendency, liberalization of telecommunication business in Taiwan has been a key project in telecommunication marketing. The Call Center acts as a bridge connecting enterprises and customers. It not only provides general basic services, but do provide information management, statistic analysis and telemarketing, etc. Therefore, customer center has to be able to rapidly response customer requirements. The purpose of this research is to interpret how ISPs(Internet Service Provider) could i

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22

郭立忠. "Neural Fuzzy Call Admission Control for WCDMA Cellular Systems Providing Multirate Services." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/04006983095442565626.

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碩士<br>國立交通大學<br>電信工程系所<br>93<br>Wideband code division multiple access (WCDMA) is used as a radio interface for the third generation (3G) mobile systems. Many venders invest in lots of money and people on WCDMA cellular systems. What venders consider is the performance of the system. A good call admission control (CAC) scheme can improve the performance and maintain the quality of service (QoS) requirements of the system. To design a suitable CAC scheme for WCDMA cellular systems is important and necessary. In this thesis, we propose a neural fuzzy call admission and rate control (NFCAC-RC) sc

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23

Zan, Jing 1983. "Staffing service centers under arrival-rate uncertainty." Thesis, 2012. http://hdl.handle.net/2152/ETD-UT-2012-05-5395.

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We consider the problem of staffing large-scale service centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints. We introduce formulations for a class of staffing problems, minimizing the cost of staffing while requiring that the long-run average QoS achieves a certain pre-specified level. The queueing models we use to define such service center staffing problems have random inter-arrival times and random service times. The models we study differ with respect to whether the arrival rates are deterministic or stochastic. In the deterministic v

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24

"Call admission and routing in telecommunication networks." Chinese University of Hong Kong, 1994. http://library.cuhk.edu.hk/record=b5888234.

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by Kit-man Chan.<br>Thesis (M.Phil.)--Chinese University of Hong Kong, 1994.<br>Includes bibliographical references (leaves 82-86).<br>Chapter 1 --- Introduction --- p.1<br>Chapter 1.1 --- Overview of Integrated Service Digital Networks --- p.1<br>Chapter 1.2 --- Multirate Loss Networks --- p.5<br>Chapter 1.3 --- Previous Work --- p.7<br>Chapter 1.4 --- Organization --- p.11<br>Chapter 1.5 --- Publications --- p.12<br>Chapter 2 --- Call Admission in Multirate Loss Networks --- p.13<br>Chapter 2.1 --- Introduction --- p.13<br>Chapter 2.2 --- Two Adaptive Routing Rules --- p.15<br>Chapt

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"Distributed call set-up algorithms in BISDN environment." Chinese University of Hong Kong, 1992. http://library.cuhk.edu.hk/record=b5887753.

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by Shum Kam Hong.<br>Thesis (M.Phil.)--Chinese University of Hong Kong, 1992.<br>Includes bibliographical references (leaves 125-131).<br>Chapter 1 --- Introduction --- p.1<br>Chapter 1.1 --- Background --- p.1<br>Chapter 1.2 --- Outline of the thesis --- p.6<br>Chapter 1.3 --- Current Art in Packet Switching --- p.9<br>Chapter 2 --- Management of Control Information --- p.17<br>Chapter 2.1 --- Inter-node Exchange of Link Congestion Status --- p.21<br>Chapter 2.2 --- Consistency of Control Information --- p.24<br>Chapter 2.3 --- Alternate Format of Control Information --- p.26<br>Chapt

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Neel, Sheryl. "It's a two way street : striking the balance between routinisation and responsiveness in emergency calls." Thesis, 2014. http://hdl.handle.net/10539/14918.

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A call taker is the first point of contact in the emergency service system and thus the interface between the caller and ambulance dispatch. Misunderstandings in an emergency call have implications for the survival of patients. Using an applied conversation analytic approach this study examined participants’ use of conversational repair as an interactional strategy. Data included 101 calls from a South African emergency medical services call centre. The data set was comprised of two distinct subsets, namely: the 107 and public corpora. The 107 corpus (53 calls) contained calls from a gen

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Lando, Francis. "Les déterminants favorisant l'implantation d'un service de garde par téléradiologie : étude de cas." Thèse, 2008. http://hdl.handle.net/1866/8186.

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Luo, Kuei-Yan, and 駱奎延. "Mobility Assistance and Monitoring of a RoboticWalking-aid System with Call-and-Come Service for the Elderly." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/87409864315111764005.

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碩士<br>輔仁大學<br>電機工程學系<br>99<br>This thesis proposes an active robotic walking-aid system which aims to provide the mobility assistance for the elderly or the disable. This system employs an embedded system and integrates various sensors. The orientation controller and the speed controller are designed using fuzzy additive model (FAM). From the forward detected area, the robotic system is able to help users navigate in unknown environments avoiding static and dynamic obstacles. To ensure the user following the guidance trajectory, the speed of robot is adjusted according to the safety distance a

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LIAO, TE-CHANG, and 廖德昌. "Exploring the Influences of the Technology Acceptance Model and Information System Success Model on the Cloud-based Call Service System: A Case Study." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/xb8r74.

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碩士<br>國立宜蘭大學<br>多媒體網路通訊數位學習碩士在職專班<br>104<br>With the rapid development of information technology and Internet, there is a widespread trend that industries will adopt information technology to deal with works. Several of official institutes also take advantage of information technology so as to achieve the goal of Electronic administration and cyber-management. The research, by combining Technology Acceptance Model (TAM) with Information Systems Success Model, aims at examining the factors in affecting users’ acceptance and usage inclination after the implementation of Cloud-based Call Service

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Huang, Hau-Wei, and 黃昊偉. "The Development of Analysis Framework for User Oriented Systems for Call Center Services in Telecommunication." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/31497658510998932689.

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碩士<br>明志科技大學<br>工業工程與管理研究所<br>99<br>The expanding global market in telecommunication services has continuously promoted users’ needs. Among various services by modern telecom providers, Interactive Voice Response System（IVR）is currently the primary channel for customer services. In reality, the development of the system framework for IVR and the subsequent Call Center Information System are mainly based on the perspectives from the internal function processes on the provider’s side, i.e., technical-function oriented. For most of the customer users who do not familiar with the technical proc

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31

Kouba, Karel. "Analýza činnosti Zdravotnické záchranné služby Královehradeckého kraje, výjezdové středisko Trutnov 2006-2009." Master's thesis, 2011. http://www.nusl.cz/ntk/nusl-300242.

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Thesis's Topic: The Activity Analysis of Rescue of Královehradecký kraj, station Trutnov 2006-2009 Aim of the thesis: To analyze the operation of the Emergeny Medical Service in Trutnov. Method: Research of available sources, data collection and the cooperation of the members of the Emergency Medical Service coming to the patient. Results: All here listed statistics data are base on intervetion documentation of Trutnov center. Therefore the presented results can't be taken, generalled to other centers and assumed that will be comparable. Keywords: Integrated Emergency Services, Emergency Medic

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Tseng, Meng-Shan, and 曾夢珊. "The Effects of Call Center Service quality on Customer''s Satisfaction and Customer''s Loyalty -The Case of A System Integration Company." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/77w77x.

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碩士<br>朝陽科技大學<br>企業管理系碩士班<br>94<br>This study focuses on the effects of A System Integration Company’s Call Center service quality on customer’s satisfaction and customer’s loyalty. The enterprise can sustain operation if it develops customer centric organization to enhance customer satisfaction and customer loyalty for first priority. And seventy percentage of the interaction between enterprise and customer was achieved by customer call center. Therefore, it is an important topic to discuss the call center system and its service quality to get customer satisfaction and customer loyalty. This

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(7746575), S. Craig. "Structural analysis of mobile communication technology : case study of wireless nurse call system use in a healthcare organisation." Thesis, 2009. https://figshare.com/articles/thesis/Structural_analysis_of_mobile_communication_technology_case_study_of_wireless_nurse_call_system_use_in_a_healthcare_organisation/13457099.

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"... The aim of this exploratory case study is to describe how nurses interact with mobile communication technology while providing care. The researcher interviewed seventeen registered nurses, three nursing managers, three unit clerks andd three technical support staff. Additional sources of data included observations, organisational documents and a participant survey. The results indicate that technology use decisons are a complex combination of three distinct factors: individual opportunities afforded by technology, the social implications of individual use, and technological features"--Abs

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Stoop, Werner. "An investigation into the feasibility of monitoring a call centre using an emotion recognition system." Diss., 2010. http://hdl.handle.net/2263/25254.

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In this dissertation a method for the classification of emotion in speech recordings made in a customer service call centre of a large business is presented. The problem addressed here is that customer service analysts at large businesses have to listen to large numbers of call centre recordings in order to discover customer service-related issues. Since recordings where the customer exhibits emotion are more likely to contain useful information for service improvement than “neutral” ones, being able to identify those recordings should save a lot of time for the customer service analyst. MTN S

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Vipond, Maureen. "A study of staff satisfaction in two call centres." Thesis, 2000. https://vuir.vu.edu.au/18221/.

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The Telecommunications industry has undergone significant changes during the 1990's. In Australia, deregulation has strongly impacted upon organisations competing within the industry. Telstra, Australia's largest telecommunication company has been challenged to improve its organisational performance, increase its competitiveness and improve organisational effectiveness in order to manage change effectively. In response to global competition, political and economic changes Telstra has downsized to ensure that it survives and achieves value for all stakeholders. This study investigated:

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Hsieh, Kuo-Feng, and 謝國豐. "Analyzing the User’s Behavioral Intention to Accept the Interactive Voice Response System of Call Center - Take the ChungHwa Telecom 123 Service Lines as An Example." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/12666548689377032911.

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碩士<br>開南大學<br>物流與航運管理學系<br>97<br>Customer's service centre (Call Center) It is an enterprise that understands market present situation and maintains customer's relation best channel. When being in the customer service centre of customer's calls , It is an Interactive Voice Response system (IVR) that serves the customer to reply the system at first . Because too many business projects, Because of business item being too many, in addition, the pronunciation procedure is simple and easy to use to design incompletely, cause users to wonder how to operate and hang up the telephone of serving. So i

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Hsiao, Kuan-Min, and 蕭寬民. "The research of Activity-Based Costing system applies in the property electromechanical facilities breakdown call service operating cost – a case study for an office building." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/72845901649387578061.

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碩士<br>華夏技術學院<br>資產與物業管理研究所<br>99<br>Property management services industry operating more and more intense competition. The companies for survive issue, they must reduce operating costs. However, the traditional cost systems focus on direct costs for management control. Often ignore the importance of indirect costs in the property management services industry, and caused the actual service costs are distorted. In this study, cases of an office building, the use of Activity-Based Costing (abbreviated as ABC) cost sharing and ownership of properties, to discussion of resources consumed on electro

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Callo-Concha, Daniel [Verfasser]. "An approach to environmental services assessment: functional biodiversity in tropical agroforestry systems : (the case of Tomé-Açú, Northern Brazil) / von Daniel Callo-Concha." 2009. http://d-nb.info/99486969X/34.

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Veiga, Hugo Alexandre Carvalheira. "A comprehensive IVR (Interactive Voice Response) analysis model using online analytical processing (OLAP) on a multidimensional data cube." Master's thesis, 2014. http://hdl.handle.net/10400.6/5839.

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Private Branch eXchange (PBX) is a tool indispensable in the business world. The telephone exchanges allow employees to perform internal connections between telephones, or make calls to the external network also known as Public Switched Telephone Network (PSTN). With increasing Internet usage, there is interest in understanding what services are offered. Enterprise Courier is a commercial Internet Protocol Private Branch eXchange (IP PBX) based on open source Asterisk web-based PBX software for Linux, which supports multiple protocols and services, like Interactive Voice Response (IVR). Cisco

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