Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 51 for “"Call center"”.
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Eficiencias en un call center
… dos modelos de simulación de operaciones de un call center, por un lado un diagrama del nivel de servicio donde los datos de entrada serán la tasa de arribo de llamados y la tasa de servicio. Como dato de salida tendré variables que van a depender de la cantidad de servidores que elija tener …
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Telephone traffic queues in a customer call center
… is to evaluate the unemployment claims filing call center operated by the Tennessee Department of Labor. To do this we primarily utilize traditional Erlang models to analyze performance measure such as call blocking wait times and labor utilization. We find that some modifications to staffing …
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Device-oriented telecommunications customer call center demand forecasting
Verizon Wireless maintains a call center infrastructure employing more than 15,000 customer care representatives across the United States. The current resource management process requires a lead time of several months to hire and train new staff for the customer rep position. To ensure that call …
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Entwurf eines Frameworks für CTI-Lösungen im Call Center
Besonders in Call Centern spielt die unter dem Begriff CTI (Computer Telephony Integration) zusammengefasste Integration von IT-Systemen und Telefonanlagen eine wichtige Rolle. Wenn auch diese Integration auf technischer Ebene in der Regel zufriedenstellend gelöst wird, zeigt ein Blick auf die …
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Exploring employee well-being among precarious (fixed-term) call center workers
… employment has become a norm, especially in the call centre industry. In addition to the call centre environment being a major contributor to stress and job insecurity, the status of temporary employment brings along its own damaging outcomes for those employees impacted. That is, the experiences …
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Big data aplicado en los Call Center, para mejorar la toma de decisiones
En un mundo tan avanzado tecnológicamente, las empresas están tratando de ser mucho más competentes de acuerdo a lo que la competencia y el mercado exige, para esto se requiere estar a la par con las nuevas formas de generar, transformar y visualizar la información. Sin embargo, en la sociedad …
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Customer Satisfaction on Service Quality: A Case Study of TANESCO Emergency Call Center
… find out the challenges faced TANESCO Emergency Call Center as well as to determine the customer perceptions toward TANESCO. The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction. Empathy and Customer Satisfaction …
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Llamada perdida detrás del “0800” : normas, control y estrés laboral en los Call Center
Fil: Tàpies, Benjamín. Pontificia Universidad Católica Argentina. Facultad de Ciencias Sociales; Argentina
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Estrategia de fidelización para el cliente interno de un call center de una entidad financiera
El éxito de las organizaciones está en lograr mantener satisfechos a sus clientes internos, generando estabilidad, motivación y otorgando un desarrollo personal, laboral y profesional; las mejores prácticas de fidelización, posicionarán a la empresa frente a la competencia, entendiendo que no solo …
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Prevalencia y caracterización de la disfonía, en operadores de un call center en Bogotá Colombia.
… de disfonía en 200 tele operadores de un call Center en Bogotá Colombia. Métodos: Estudio de corte transversal con datos secundarios provenientes de una base de datos con registros de una población de 200 tele operadores de un call center en Bogotá, Colombia, a los cuales se les aplicó …
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Diseño de equipos en Call Center: Análisis de modelos de colas para la toma de decisiones
Esta tesis tiene como objetivo principal mejorar las decisiones de gestión de personal en un centro de atención al cliente perteneciente a una empresa multinacional de la industria del gas y petróleo. El centro opera con dos líneas de negocio y el análisis se centra en determinar la cantidad óptima …
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The relationship between work-family conflict and burnout amongst call center employees: Optimism and a moderator
… have had on this relationship. Participants were call centre employees from a financial institution in Cape Town (N = 94). Cross-sectional data was collected via electronic self-report questionnaires. Exploratory factor analysis demonstrated the unidimensionality of work-to-family conflict despite …
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Call center demand forecasting : improving sales calls prediction accuracy through the combination of statistical methods and judgmental forecast
Call centers are important for developing and maintaining healthy relationships with customers. At Dell, call centers are also at the core of the company's renowned direct model. For sales call centers in particular, the impact of proper operations is reflected not only in long-term relationships …
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Evaluation of the Performance of Customer Service Representatives in a Call Center Using DEA/ Network Model/ Fuzzy Sets
Data Envelopment Analysis (DEA) is a linear programming technique that has been used extensively in the literature to measure relative efficiency. One of the main attributes of DEA is that it can model multiple inputs and multiple outputs in the model. In this research work, attributes pertaining …
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Prevalencia de síntomas osteomusculares en miembros superiores en trabajadores de un call center de Bogotá – Colombia durante el año 2015
… los factores ocupacionales en trabajadores de un Call Center de Bogotá – Colombia durante el año 2015. Metodología: Estudio de corte transversal donde se evaluó la prevalencia de los síntomas osteomusculares de miembros superiores, se utilizó como instrumento el ERGOPAR validado en España . …
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The 'Feminization' of the Everyday: Examining the Gendered Nature of Worker Resistance within the Transnational Call Center Industry
… resistance within the Canadian transnational call center can be usefully mapped and interrogated. With women increasingly taking on some of the most precarious jobs in the global economy it has become more difficult for them to pursue more overt and collective forms of action and resistance. …
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Statistical evaluation of longitudinal data (1969-2011) from a non-denominational christian, regional crisis call center for frequency distributions of various call parameters
Anonymous calls to a non-denominational Christian, regional crisis call center were documented in Volunteer Call Logs (VCLs). VCLs (N=629,710) were coded for age, gender, marital status and category of distress for each call. Additionally, VCLs reported parameters such as time of day, day of week, …
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El impacto emocional en la vida personal y laboral de los jóvenes que trabajan en la industria del Call Center en la ciudad de Bogotá
… y la insatisfacción laboral en los empleados de Call Center, especialmente en aquellos que son jóvenes y estudiantes. La metodología utilizada fue una encuesta transversal y descriptiva, con un enfoque cualitativo, que se aplicó a una muestra de 52 personas entre 18 y 30 años que trabajan en Call …
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Scheduling inbound calls in call centers
<p>Scheduling inbound calls, namely assigning calls to Customer Service Representatives (CSRs) and sequencing the calls waiting for each CSR, is a key task in call center operations. In most call center this is achieved using simple priority rules, but in this dissertation we show that performance …
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Perceived Inclusion in South Africa: Examining the Effect of Belonging and Value for Uniqueness on Behavioral Outcomes
… investigated the outcomes of inclusion in the call center of a large financial services organisation. Inclusion is driven by two of the most basic human social needs: the desire to belong (Maslow, 1943; Baumeister & Leary, 1995) and the desire to be unique (Snyder & Fromkin, 1980). Both aspects …
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