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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

Performance analysis and optimization of inbound call centers /

Stolletz, Raik. January 2003 (has links)
Techn. Univ., Diss.--Clausthal, 2002. / Auch als: Lecture notes in economics and mathematical systems ; 528.

Spaces of labour process : a case study of call centres in Kolkata, India /

Roy, Anurupa. January 2006 (has links)
Thesis (M.A.)--York University, 2006. Graduate Programme in Geography. / Typescript. Includes bibliographical references (leaves 183-189). Also available on the Internet. MODE OF ACCESS via web browser by entering the following URL: http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&res_dat=xri:pqdiss&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&rft_dat=xri:pqdiss:MR19635

Call centre design, operation and optimisation : a structured and scientific based approach /

Du Preez, Johan Joubert. January 2008 (has links)
Thesis (MScIng)--University of Stellenbosch, 2008. / Bibliography. Also available via the Internet.

Personalized call center traffic prediction to enhance management solution with reference to call traffic jam mitigation a case study on Telecom New Zealand Ltd. : a dissertation submitted to Auckland University of Technology in partial fulfillment of the requirements for the degree of Master of Computer and Information Sciences (MCIS), 2008 /

Mohammed, Rafiq. January 2008 (has links)
Thesis (MCIS) -- AUT University, 2008. / Includes bibliographical references. Also held in print (109 leaves : charts ; 30 cm.) in the Archive at the City Campus (T 338.4738464068 MOH)

Work dysfunctions and their consequences as experienced by call centre agents : an exploratory study /

Werner, Ann. January 2006 (has links)
Thesis (MA)--University of Stellenbosch, 2006. / Bibliography. Also available via the Internet.

Call centre employment a qualitative study

Dawson, Alison S. F. January 2002 (has links)
This study explores aspects of the nature and experience of call centre employment. In 1972 only 42% of UK households had a home-based telephone (BIFU, 1996). By 2000 98% of UK homes had access to either fixed-line or mobile telephone services (Oftel, 2001). The commercial exploitation of this artifact is now being realised through call centres employing sophisticated information and communications technologies. Virtually unheard of a decade ago, UK call centres provided jobs for an estimated 264,000 people in 2001 (Datamonitor, 1999). They have increasingly attracted public and academic attention, much of the latter focused on issues of employee control and surveilance. This study uses analyses of call centre-related newspaper articles, a survey of Scottish recruitment and employment agencies, covert participant observation, and interviews with agency representatives and call centre employees to explore issues such as recruitment and selection, the nature and experience of employment, and employee turnover in call centres. The ethics of using covert methods are discussed. Four main conclusions emerge from the study. First, call centre employment can be differentiated from other occupations on the basis of recruitment and selection practices, employee skils and differences in work environments, performance monitoring and supervision practices and regulation of workplace behaviour. Second, job characteristics may predispose employees to low levels of job-related well-being and burnout. Third, levels of employee turnover may be linked to occupational novelty and the availability of pre-employment realistic job information. Fourth, automated systems are beginning to replace routine, repetitive, low value tasks, resulting in changes in the nature of call centre employment. Those jobs that remain seem likely to be more demanding with complex tasks and an emphasis on quality rather than quantity of interactions. The implications of the study's findings and conclusions for future research and for call centre employers and their employees are considered.

The redesign of an outcomes-based curriculum for contact centre agents.

Kgomo, Frans L. January 2007 (has links)
Thesis (MTech. degree in Contact Centre Management) - Tshwane University of Technology, 2007. / The purpose of this study is to assess the experience of contact centre agents who have been trained according to the current Tshwane University of Technology curriculum for the Contact Centre Management qualification. The aim is to develop a more effective outcomes-based curriculum for contact centre agents.

Call centres : work, service, & technologies

Ellway, Benjamin Piers William January 2011 (has links)
No description available.

The role of attributional style in a call centre environment this thesis is submitted in partial fulfilment of the degree of Master of Business (Marketing Major), submitted to Faculty of Business, Auckland University of Technology, November 2003.

Fulcher, Patricia Ann. January 2003 (has links) (PDF)
Thesis (MBus) -- Auckland University of Technology, 2003. / Also held in print (65 leaves, 30 cm.) in Wellesley Theses Collection (T 658.812 FUL)

Increasing customer satisfaction through employee satisfaction in a call center environment

Leah, Susan. January 2005 (has links) (PDF)
Thesis, PlanB (M.S.)--University of Wisconsin--Stout, 2005. / Includes bibliographical references.

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