Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2006. / Includes bibliographical references.

Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011. / 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, brand loyalty and customer satisfaction. Furthermore, the project uses employee responses to ascertain whether the concept of quality management is synonymous with customer satisfaction and whether employee fulfilment leads to innovation and customer satisfaction. To address the main concerns of this project, Deming's model of quality management is used as the main conceptual framework. The key concepts underlying this model are visionary leadership, internal and external cooperation, learning/training, process management, continuous improvement, employee fulfilment and customer satisfaction. To find out the reasons that customers give to call centre agents when they decide to switch brands and also to respond to sub research questions, a quantitative research method was selected. A questionnaire was administered to 100 employees out of a 300 population. Although the customers' voices would have added value to the research project, the researcher decided to concentrate on employees because of the following reasons: 1) the interaction with customer begins and ends with agents, therefore agents are always aware of the reasons why customers switch brands; 2) the customers are in excess of 100,000,000 and selecting a representative sample for a mini thesis was not very feasible, given that the thesis is constrained by time and volume.

Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when the computer UI characteristics match the user skill level. Adaptive user interfaces (AUIs) are the key to creating personalised systems. Their sole task is to provide an interface most suitable to users' needs whilst facilitating the users' varying skill levels. The aim of this research was to develop an AUI model for CCs to support and improve the expertise level of CCAs. A literature review of CCs, user expertise, AUIs and existing AUI models resulted in the proposal of an AUI model for CCs. The proposed AUI model was described in terms of its architecture, component-level and interface design. An AUI prototype was developed as a proof-of-concept of the proposed AUI model. A literature review on existing AUI evaluation approaches resulted in an evaluation strategy for the proposed AUI model. The AUI prototype was evaluated according to the evaluation strategy that was identified. User testing incorporating eye-tracking and a post-test questionnaire was used to determine the usefulness and usability of the AUI prototype. Significant results were found with regards to user satisfaction ratings, the learnability of the AUI prototype and its effectiveness. This dissertation makes an important contribution in the design of an AUI model that supports and improves the expertise level of CCAs. The model could be used to assist the development of CC applications incorporating AUIs. Future research is however needed to evaluate the effect of the proposed AUI model in a larger CC environment.

This study explored the relationship between attributional style and the performance of front line service staff in a call centre environment. Attributional style was evaluated using a well recognised method (Seligman's Attributional Style Questionnaire). This was the first time that the Seligman's Attributional Style Questionnaire (SASQ) has been used in a New Zealand context. Performance was calculated using five independent measures. These measures have been used for several years by the company at the centre of our study as an objective measure of Call Centre Representative (CCR) performance. The association between attributional style and performance was then examined using a combination of Analysis of Variance (ANOVA) and co relational analysis. People have different ways of reacting to adversity such as failure, rejection or a high-pressure situation. The ability to succeed is closely tied to the ability to handle adversity (DeCarlo et al., 1997; Seligman & Schulman, 1986; Boone, 2000). Research has supported the common sense view that optimistic beliefs can be self-fulfilling prophecies (Sujan, 1999a; Porter, 2000; Furnham et al., 1994). Hundreds of studies have revealed the benefits of optimism such as increased motivation, superior achievement (in various areas e.g. work, school and sports), elevated mood and well-being, and better physical health (Seligman et al., 1990; Seligman et al., 1986). Furthermore, individuals can learn to reduce negative ways of thinking and become more optimistic when it is appropriate (Satterfield et al., 1997; Eronen et al., 1999; Bohart, 2002).Call centres are not new phenomena, however they have become a growth industry in the private and public sector over the last decade (Creagh, 1998). The following definition of call centres was used by Gilmore and Moreland; "A physical or virtual operation within an organisation in which a managed group of people spend most of their time doing business by telephone, usually working in a computer-automated environment." (2000, pg 4)Due to the size and the complexity of tasks undertaken within call centres, there is a growing need for empirical findings to broaden understanding of how to best manage call centres and how to optimise the utilisation of human capital (Feinberg et al, 2000).This cross-sectional study assesses the performance of Call Centre Representatives (CCRs) in a New Zealand based call centre and explores whether there is an association with the Seligman's Attributional Style Questionnaire (SASQ).It was found that the performance measure for soft skills varied significantly when ranked by a measure of optimism. The performance measures considered in this study focus mainly on technical competency and task efficiency, and were therefore not well explained by attributional style. Future research should investigate pre-testing for soft skills at recruitment, interventionist training on attitude and whether that translates into improved soft skill performance, and the reassessment of current call centre performance measurements.

This study explored the relationship between attributional style and the performance of front line service staff in a call centre environment. Attributional style was evaluated using a well recognised method (Seligman's Attributional Style Questionnaire). This was the first time that the Seligman's Attributional Style Questionnaire (SASQ) has been used in a New Zealand context. Performance was calculated using five independent measures. These measures have been used for several years by the company at the centre of our study as an objective measure of Call Centre Representative (CCR) performance. The association between attributional style and performance was then examined using a combination of Analysis of Variance (ANOVA) and co relational analysis. People have different ways of reacting to adversity such as failure, rejection or a high-pressure situation. The ability to succeed is closely tied to the ability to handle adversity (DeCarlo et al., 1997; Seligman & Schulman, 1986; Boone, 2000). Research has supported the common sense view that optimistic beliefs can be self-fulfilling prophecies (Sujan, 1999a; Porter, 2000; Furnham et al., 1994). Hundreds of studies have revealed the benefits of optimism such as increased motivation, superior achievement (in various areas e.g. work, school and sports), elevated mood and well-being, and better physical health (Seligman et al., 1990; Seligman et al., 1986). Furthermore, individuals can learn to reduce negative ways of thinking and become more optimistic when it is appropriate (Satterfield et al., 1997; Eronen et al., 1999; Bohart, 2002).Call centres are not new phenomena, however they have become a growth industry in the private and public sector over the last decade (Creagh, 1998). The following definition of call centres was used by Gilmore and Moreland; "A physical or virtual operation within an organisation in which a managed group of people spend most of their time doing business by telephone, usually working in a computer-automated environment." (2000, pg 4)Due to the size and the complexity of tasks undertaken within call centres, there is a growing need for empirical findings to broaden understanding of how to best manage call centres and how to optimise the utilisation of human capital (Feinberg et al, 2000).This cross-sectional study assesses the performance of Call Centre Representatives (CCRs) in a New Zealand based call centre and explores whether there is an association with the Seligman's Attributional Style Questionnaire (SASQ).It was found that the performance measure for soft skills varied significantly when ranked by a measure of optimism. The performance measures considered in this study focus mainly on technical competency and task efficiency, and were therefore not well explained by attributional style. Future research should investigate pre-testing for soft skills at recruitment, interventionist training on attitude and whether that translates into improved soft skill performance, and the reassessment of current call centre performance measurements.

M. Tech. (Office management and Technology) Vaal University of Technology| / Telework can be defined as a flexible work arrangement, where selected employees work at home one or more days per week or at a site near home, instead of physically travelling to a central workplace. Telework has progressed globally, especially during the past decade to a work option that has an impact on commerce and industry in a most beneficial manner. This flexible work arrangement emerged in organisations because of the development of information and communication technology (ICT) that forms the key component of the teleworkers equipage. This investigation focussed on telework aspects, such as the effects on the environment, quality of life and economic effects. It is evident that telework generates significant benefits to the corporate environments, improves work and personal life experiences for human resources, improves environmental and social circumstances and has resulted in a significant paradigm shift in the corporate arena. The investigation also identified barriers that constrain managers from implementing telework. The investigation furthermore determined how South Africa, in particular, might benefit socioeconomically Inferential conclusions indicate that telework could counteract many of South Africa's transport and related socio-economic problems that pose detrimental consequences for the environment and other resources, as is the case in many other countries.

M. Tech. Contact Center Management / The University of South Africa's (UNISA) main mode of interacting with students up to July 2011 was through the UNISA Contact Centre (UCC). The UCC supported the academic progress of students by answering questions ranging from admissions to graduation. A student satisfaction survey conducted in 2009 by UNISA's Bureau of Market Research among students revealed that the UCC was rated the most unsatisfactory service. On 29 July 2011, UNISA closed the UCC. The university therefore introduced new modes of interacting with students, including, among others, sms responses, email responses, telephone, MyUnisa and social media like Twitter, Facebook and YouTube. The aim of this study was to explore students' perceptions of interaction with the UCC. The major findings show that the majority of the respondents did not agree with the decision to close the UCC and that the majority of the respondents had positive experiences and ratings of the UCC indicating only a few areas for improvement.

Thesis (M.A.) in Communication--University of Maine, 2005. / Includes vita. Includes bibliographical references (leaves 121-130).

Thesis (MSocSci (Employee Assistance Programme))-University of Pretoria, 2006. / Includes bibliographical references. Available on the Internet via the World Wide Web.

Thesis (doctoral)--Universiteit van Amsterdam, 2007. / Description based on print version record. Includes bibliographical references.