O crescimento do setor de serviços e sua representatividade na economia brasileira, tem se mostrado muito consistente. Com especial destaque a telecomunicação, que mostra uma intensa apropriação dos avanços tecnológicos e das repercussões das alterações do molde produtivo do capital. O telemarketing atua como um canal que recebe informações, críticas e sugestões de clientes e divulga produtos e serviços de forma rápida, pelo telefone e estruturase em um diálogo padronizado, que acontece à distância, mas em tempo real. Seu objetivo central é a concretização de negócios, pois as centrais de telemarketing oferecem serviços como novas formas de venda pelo telefone ou atendimento ao cliente. As relações entre operador e usuário se fundamentam em um tipo de trabalho cuja natureza é predominantemente cognitiva e caracterizada pelas funções perceptivas e mentais solicitadas no decorrer do trabalho. Este estudo de caráter qualitativo, objetiva investigar as condições de trabalho dos operadores de telemarketing de uma empresa privada da cidade de Uberlândia- MG, para identificar em que medida as formas de organização do trabalho, às quais estes trabalhadores estão submetidos, interferem em sua saúde, segundo seus próprios depoimentos. Foram entrevistados dez operadores de ambos os sexos, com mais de 18 anos e com no mínimo um ano de contratação. Todas as entrevistas, que foram gravadas, foram realizadas no domicilio dos trabalhadores. A partir dos relatos dos entrevistados foram levantadas as principais queixas de saúde, aqui entendida em seus pelos trabalhadores do setor pesquisado, e estabelecida a sua relação com as condições de trabalho. A reestruturação do modelo produtivo impetrada pelo capital acarretou repercussões funestas nas condições de trabalho e consequentemente na saúde dos trabalhadores. Em especial, os trabalhadores desse setor sofrem com a constante pressão por produtividade a que são submetidos. Os dados revelaram que a intensificação do ritmo de trabalho, o rígido controle exercido aspectos mais amplos, e por isso, envolvendo questões de ordem física e psíquica apresentadas sobre os trabalhadores para o cumprimento de padrões pré-estabelecidos de atendimento dentro de um período de tempo limitado e as condições físicas do ambiente de trabalho, como iluminação, ventilação e condições dos equipamentos acabam por influenciar na saúde desses trabalhadores desencadeando diversos sintomas de ordem física e psíquica. / The expansion of the telemarketing sector in the Brazilian economy has been very consistent. Telemarketing shows an intense use of technologic advances and also reflect the consequences of the transformation of the capital´s production way. Telermarketing acts as a channel that receives information, criticism and suggestions from clients, and also, advertises products and services, in a fast way, by phone. It is based in a previously established dialogue, at a distance but in a real time. It´s main objective is to reinforce a relationship between client and business, offering different ways of phone selling and support to the consumers. The relationship between phone operator and client is based on a performance of cognitive nature, caracterized by perceptive and mental aspects during the work. This study, of qualifying aspect, investigates the working conditions of telemarketing operators in a private company in Uberlandia, MG, to identify, in which ways this type of work affects their health, according to their own reports. Data were collected through recorded interviews with 10 telemarketing operators, men and women, over 18 years old and with, at least, one year experience. They were contacted through personal indication. All interviews were performed at their homes. Based on their personal reports, their main health complaints were listed, involving physical, psychological and social aspects, all related to poor work conditions. The capitalism urge a new productive model that brings terrible consequences to work conditions e consequently to general aspects of worker´s health. There is intense pressure on workers for productivity, due to a modern capitalist model, directed toward maximizing efficiency and productivity. Collected data demonstrate that telemarketing operators are experiencing an increase of work load, a rigid control by supervisors on established patterns (script and time limit), and poor physical conditions at workstation, such as inadequate light, ventilation, equipment, which affect their health, increasing risks of physical and psychological disorders.

Statistical distributions are used to model behaviour of real VoIP traffic. We investigate call holding and inter-arrival times as well as speech patterns. The consequences of using an inappropriate model for network dimensioning are briefly discussed. Visual examination is used to compare well known distributions with empirical data. Our results support the general opinion that the Exponential distribution is not appropriate for modelling call holding time. We find that the distribution of talkspurt periods is well modelled by the Lognormal distribution and the silence periods by the generalized Pareto distribution. It is also observed that the call inter-arrival times tend to follow a heavy tailed distribution.

This thesis deals with VideoIVR issue. Its main purpose is to provide a holistic view on the service through the description of components and relevant case studies. Content in this work is divided into four chapters. First and third chapter are informal and explain what IVR and VideoIVR is. Second chapter is focused on one of service's administration tools. Fourth chapter breaks down project plan of VideoIVR implementation and benefits that arise from employment of an automated system.

This Master's thesis deals with entrepreneurial intention of Invia.cz s.r.o. company. Aim of the thesis is extension of company. Based on analysis of current condition of copany, There is also offered specific design and realization of new created call center, that can help to festen the position of company on tourism market.

This master’s thesis deals with system of evidence customer requests in service organization. The introduction describes services activities in domain are focused on payment terminals and contemporary situation in call center. The suitable selection implementation tools are done. The second part contains the design of system for requests evidence and design of imports for service information system. The evaluation of the master’s thesis and some future improvements are presented.

This thesis deals with an introduction to debugging and debuggers. The thesis describes principles of the debugging information, especially the DWARF format and its Call Frame Information (CFI), that enables a debugger to visualize the call stack. Furthermore, extensions of the debugger used in the Lissom project were designed and implemented. These extensions added support for call stack visualization, history value storage and step return and step over commands.

The National Curriculum in Sweden states that students should be given the opportunity todevelop understanding of digital tools. However, based on previous international research onthe subject, teachers rarely find that they have enough digital competence and knowledge ofthe tools to implement them properly in their teaching practises. This study aims atdiscovering what active teachers’ experiences are with Computer Assisted LanguageLearning (CALL) and how well they implement it in Sweden. This paper provides anoverview of the previous research done on teachers’ beliefs and their tendencies to implementCALL. Directly accessed primary data was collected through a survey and semi-structuredinterviews with five teachers in years K-6. Analysis of this data showed that teachers doimplement CALL on a regular basis, however, some of them find it difficult to utilize fully. Itwas also found that the age of the teachers might play a part in how well they understand the CALL software. Furthermore, after analysing the policy documents from Skolverket, it wasfound that teachers in general feel they lack the necessary digital competence to teach digitalcompetence to their students. The main conclusions of this study are thus that (i) teachersimplement CALL on a regular basis, (ii) teachers feel that they lack basic digital knowledgeand thus struggle in using the digital tools efficiently in their teaching practises, somethingthat should be included in the teacher training programs, (iii), that the age of the teachersseem to play a part in how well the they implement CALL in their teaching practises, and(iiii), that whilst teachers find CALL useful and convenient, it can never replace the role of a teacher.

<p dir="ltr">5G/4G voice calls are encrypted for the purpose of confidentiality, secrecy and privacy. Although protected by well-examined security measures we unveil several vulnerabilities previously unreported in the 5G/4G voice calls that unintentionally leak 5G/4G call state information despite encryption protection and device proof of concept attacks in this thesis. Unlike existing attacks, these new attacks are significantly more threatening because they are completely contactless without requiring any malware, access or compromise on the victim's phones, the 5G/4G network and the other call party. Instead, the attacker only needs to deploy a radio sniffer to eavesdrop on 5G/4G communication and infer confidential call information.</p><p dir="ltr">Interestingly, such confidentiality breaches are technically feasible due to recent 5G/4G call enhancement technologies standardized in the 3GPP specifications and adopted by mobile network operators. While effective in enhancing 5G/4G call quality and efficiency, they, unfortunately, expose extra call information, which can be exploited to infer call states and launch side-channel attacks precisely. Another major contributor to this attack is the IVR technology, which uses a computer-operated telephone system to help companies answer customer calls. In this thesis, we focus on snooping Pay-over-the-Phone transactions done over IVR calls and optionally inferring the company involved in the transaction. The attacks exploit technologies designed to enhance the call quality and efficiency and develop several attack modules to (1) detect voice calls over encrypted 5G/4G traffic, (2) infer the use of IVR over limited call information leaked in the air, and (3) spy on sensitive payment transactions in real-time. We have implemented this proof-of-concept attack using an SDR-based sniffer only. We have validated its effectiveness and assessed damages in various experiments with 5G operators in the US. Lastly, we have discussed the lessons learned from the attacks and the future work that can be done to improve the efficiency of the attacks and make them more threatening.</p>

No / Despite the interest over recent years in the fragmentation of organizations and the development of contracting, little attention has been paid to the impact of the associated inter-organizational relationships on the internal organization of employment. Inter-organizational relations have been introduced primarily as a means of externalizing - and potentially rendering invisible - employment issues and employment relations. In a context where inter-organizational relationships appear to be growing in volume and diversity, this constitutes a significant gap in the literature that this paper in part aims to fill. The purpose of the paper is two-fold: to develop a framework for considering the internal and external organizational influences on employment and to apply this framework within a case study of a multi-client outsourcing call centre. We explore the interactions between internal objectives, client demands and the use of external contracting in relation to three dimensions of employment policy: managing the wage-effort bargain, managing flexibility and managing commitment and performance. It is the interplay between these factors in a dynamic context that provides, we suggest, the basis for a more general framework for considering human resource policy in permeable organizations.

Yes / Every contact centre engages in some form of Call Quality Monitoring in order to improve agent performance and customer satisfaction. Call centres have traditionally used a manual process to sort, select, and analyse a representative sample of interactions for evaluation purposes. Unfortunately, such a process is characterised by subjectivity, which in turn creates a skewed picture of agent performance. Detecting and eliminating subjectivity is the study challenge that requires empirical research to address. In this paper, we introduce an evidence-based machine learning-driven framework for the automatic detection of subjective calls. We analyse a corpus of seven hours of recorded calls from a real-estate call centre using a Deep Neural Network (DNN) for a multi-classification problem. The study draws the first baseline for subjectivity detection, achieving an accuracy of 75%, which is close to relevant speech studies in emotional recognition and performance classification. Among other findings, we conclude that in order to achieve the best performance evaluation, subjective calls should be removed from the evaluation process, or subjective scores should be deducted from the overall results.