This thesis was the result of a study conducted for the call-centre at the Workers' Compensation Board of British Columbia (WCB). The management at WCB wanted to understand the nature and pattern of calls at their newly opened call-centre. The purpose of this was to provide an efficient customer service while streamlining the flow of calls coming to the call-centre. An extensive data collection exercise was undertaken at the call-centre and two other units of WCB with which the call-centre interacts. The data analysis revealed that a high proportion of calls were related to transfers to these departments. There were also calls related to routine inquiries on claim payment cheques and forms that could potentially be handled by a well designed IVR system. Based on this understanding the development of an effective IVR system was proposed to address the problems that were discovered through documenting the nature and pattern of calls. An extensive review of literature was undertaken to design a new system according to the standard industry guidelines suggested by the best practices and customized to WCB's business needs. Two alternate scripts were developed after analysing the source and purpose of calls to WCB. One was 'person specific' and the other was 'task specific'. The two scripts were tested on students at WCB through a computer-based IVR simulation. The results of the student survey provided evidence that introducing additional options and use of simple and clear instructions in the new scripts could potentially in fact address the problems discovered in the study and they were preferred over the existing WCB script. The IVR simulation is reconfigurable and can be used in future studies to gather further evidence in support of the results obtained in this thesis as well as refine scripts before putting them in a production mode.

Currently there are not many Analytic systems widely used in the world. Analytic systems, like Analyst Notebook, iBridge and similar are well known. Unfortunately these systems are quite complicated and expensive. It takes a lot of time and money to train company workers to use these systems. Small companies are not capable to do their. So, naturally there comes demand on more simple and more expensive systems. The main objective of this project is to create low complicated small-medium size analytic system, more concrete, – call records analysis system, which include main features of large analytic systems and also avoids their’s defects. There was made an analysis of existing analytic software and customer needs in this work. In these days computer analysis usage is growing extremely fast, so naturally it increases needs to use such data into databases, transferring, standardization and so on. Sustaining these models there was evolved an idea of object oriented call records analysis model.

No description available.

Staff motivation in a contact centre environment was analysed from the perspective of Herzberg's Motivation- Hygiene theory in the present study using survey data from seven contact centres in the Kwa-Zulu Natal region. The study investigates the relationship between intrinsic and extrinsic motivation factors and the extent of the existence of equity factors in the and the relationship between intrinsic and extrinsic motivation factors with equity factors in the South African environment, specifically favouritism, discrimination and consistency. The findings confirm that contact centre agents need to be highly skilled and adequately supported by management in order to fulfil the significant role that they play in an organisation. The support required goes further than technical skill and training but moves into the emotional well being of the agent. The emphasis shifts from the agent providing a service to the customers and the organisation and moves from the organisation providing its agents with the recognition and incentives to motivate them to strive for their very best at their jobs. / Thesis (MBA)-University of Natal, 2003.

The investigation of a species’ repertoire and the contexts in which different calls are used is central to understanding vocal communication among animals. Beluga whale, Delphinapterus leucas, calls were classified and described in association with behaviours, from recordings collected in the Churchill River, Manitoba, during the summers of 2006-2008. Calls were subjectively classified based on sound and visual analysis into whistles (64.2% of total calls; 22 call types), pulsed or noisy calls (25.9%; 15 call types), and combined calls (9.9%; seven types). A hierarchical cluster analysis, using six call measurements as variables, separated whistles into 12 groups and results were compared to subjective classification. Beluga calls associated with social interactions, travelling, feeding, and interactions with the boat were described. Call type percentages, relative proportions of different whistle contours (shapes), average frequency, and call duration varied with behaviour. Generally, higher percentages of whistles, more broadband pulsed and noisy calls, and shorter calls (<0.49s) were produced during behaviours associated with higher levels of activity and/or apparent arousal. Information on call types, call characteristics, and behavioural context of calls can be used for automated detection and classification methods and in future studies on call meaning and function.

Based on a multimodal approach combining elements of ethnographic participant/observer methodology, rhetorical genre analysis, and corpus analysis, this study examines trouble ticket discourse as a genre of digital communication (IText), interpreting the findings through the lens of 18 months the author spent working in the environment.Trouble tickets are the basic form of documentation used in call centers. They record details of all actions and interactions in the call center environment that is the setting for this study. One section employs the Ethnography of Communication as a foundational model to provide a rich description of both text and environment. Trouble ticket text is written in a fragmentary style which internal and external audiences alike find difficult to process.The rhetorical moves analysis (Swales 1990) uses the rich description as a basis for interpreting and explaining its findings. Key findings are that trouble tickets are rhetorical, and that they seamlessly incorporate actions by the automated system into the human rhetoric. The corpus analysis builds on both the rich description and rhetorical moves analysis, finding that trouble tickets use grammatical structures differently than traditional spoken and written communication.This study concludes that trouble tickets are used simultaneously for direct and archival communication, are collaboratively concatenative in generation and that a new model is required for understanding the variation between speech, writing and IText. / Department of English

The Common River Frog Amietia quecketti is a well-known and widely distributed species in southern Africa. Despite the fact that it is a common species and quite prevalent in urban areas little is known about its behaviour. The North-West University Botanical Gardens was selected as study area as it supports a healthy population of Common River Frogs at a series of 18 water bodies. Each pond in the Garden was assigned a reference number and the surface area, depth and vegetation were noted. Frogs were located with the aid of strong flashlights. Specimens were caught by hand and transferred to clear plastic bags. Frogs were sexed and their mass and their snout-vent length (SVL) were determined. Frogs were subsequently individually marked by means of injecting a micro-transponder (pit-tag) subcutaneously. Field observations were conducted over two consecutive evenings every two weeks for a period of one year. On the first night all sites were visited and all frogs were scanned and their position, orientation and activity were noted. During the second night focus was on Pond 6 as it sustained the biggest population. Observation started at 19:15 and continued until 02:30. All frogs in and around the pond were scanned and detailed notes were taken, focusing on their orientation, behaviour, calling activity and distance to the nearest other frog. Results showed that limited movement between ponds in the Garden does occur. A number of individuals were recorded regularly. Some males had preferred call sites, and clear circadian and seasonal patterns with regards to males and females exist. The complex call structure consist of a chuck and a whine and then a combination of the two. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2013

The Common River Frog Amietia quecketti is a well-known and widely distributed species in southern Africa. Despite the fact that it is a common species and quite prevalent in urban areas little is known about its behaviour. The North-West University Botanical Gardens was selected as study area as it supports a healthy population of Common River Frogs at a series of 18 water bodies. Each pond in the Garden was assigned a reference number and the surface area, depth and vegetation were noted. Frogs were located with the aid of strong flashlights. Specimens were caught by hand and transferred to clear plastic bags. Frogs were sexed and their mass and their snout-vent length (SVL) were determined. Frogs were subsequently individually marked by means of injecting a micro-transponder (pit-tag) subcutaneously. Field observations were conducted over two consecutive evenings every two weeks for a period of one year. On the first night all sites were visited and all frogs were scanned and their position, orientation and activity were noted. During the second night focus was on Pond 6 as it sustained the biggest population. Observation started at 19:15 and continued until 02:30. All frogs in and around the pond were scanned and detailed notes were taken, focusing on their orientation, behaviour, calling activity and distance to the nearest other frog. Results showed that limited movement between ponds in the Garden does occur. A number of individuals were recorded regularly. Some males had preferred call sites, and clear circadian and seasonal patterns with regards to males and females exist. The complex call structure consist of a chuck and a whine and then a combination of the two. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2013

The thesis evaluates mobility based on mobile phone positions. The aim is to develop and assess different methods for travel demand estimation based on CDR data. Besides this estimation location data in cellular data is explained in more detail and a previous work based on mobile phone data and travel demand estimation is reviewed. The different methods of travel time estimation include both static and dynamic estimation. The static travel demand estimation evaluates movements in the city based on predefined time periods, whereas the dynamic estimations are based on different definitions of a trip. A trip can be defined as movements between important places, or just simply count a trip between each position, or a filtering of active states to create more accurate origin-destination matrices. The second part of the thesis includes evaluation of travel time based on CDR data before the final conclusions are drawn. The main finding of the thesis is that it is possible to assess mobility in a city based on CDR data, even if there are no validation data available.

Thesis (M.Comm. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.