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 12 of 12 for “"Contact center"”.
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Embedding Licensed Independent Providers In A Va Regional Clinical Contact Center
<p>Inappropriate attendance in US emergency departments (ED) account for up to 40% of all ED visits. Overcrowding can lead to poorer outcomes for patients in the ED, including a higher rate of triage to non-monitored area and longer timeframes to physician initial assessment. Additionally, the cost …
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Analysis of email and phone queuing systems in a world-wide contact center network
Contact centers are operated by companies to answer customer inquiries via phone calls or email. Customers often equate the service they are provided while interacting with a contact center to the quality of a company's product offering. Therefore, a major concern is what service level the company …
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Identifying system-wide contact center cost reduction opportunities through lean, customer-focused IT metrics
… to identify and correct the root-causes of these contact-center costs, Dell needs the ability to measure the specific cost of supporting individual customers. Yet, no such customer-centric data framework exists at Dell, or indeed in the contact center industry. However, it is possible to create …
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Co-calling. Análisis de factibilidad de una plataforma independiente para Contact-Center. Plan de Negocios
… proyecto pretende revolucionar la industria del contact-center mediante el desarrollo de una plataforma web que junte directamente a una empresa/organismo con un agente/caller. Es decir, a través de la plataforma, las empresas u organismos podrán publicar necesidades de servicios de …
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Achieving universal liaisons and healthcare contact center centralization through the use of decision support tools
<p>Healthcare contact centers often experience a large volume of calls and traditional standardized guidelines can be difficult to follow during an active call. While more common workflows can be memorized, they change often because Healthcare is a dynamic field. Constant updates to workflows, an …
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Using simulation to evaluate and improve performance of the contact center at Bluecross Blueshield of Tennessee
… study are to evaluate the performance of the contact center of the regional division and improve its performance through the simulation while still maintaining the standard service level required by the BlueCross BlueShield Association. The simulation model was built by using Pro Model 2002 to …
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Transfer Effect of Trust, Satisfaction and Loyalty Link: Building Loyalty Relationships through an E-Contact Center
… in information and communications technology, e-contact centers have taken on a new role in the retail world. They have become an essential gateway to retailers’ relationship with their customers. The use of consumer-trusted advanced communication technologies in e-contact centers has been found …
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Using artificial intelligence to enhance personalization of customer relationship management in the contact center space : Afiniti's technology case study
… applying behavior-based personalization in the contact center space. Having developed a precise measurement system it only gets compensated on the precisely generated benefits it delivers. Selling such a business model has led the company to transform its sales engagement approach in order to …
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A framework for Unified Communication and Collaboration strategy for telcos
… are stand-alone products such as VoIP, VPN, Contact Center, Conferencing, Security Services, Email, IM, Presence and others which operate in silos and have complicated and difficult interoperability. In addition, applications are difficult to develop on top of this disparate infrastructure. …
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Informacijos valdymo kontaktų centruose analizė /
… organizational and technological structures of contact centers. Here we familiarize with speech recognition systems and models used in them. The accomplished experiment ascertained accuracy of speech recognition for the chosen systems. A simplified prototype of contact center was projected and …
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Plan estratégico de comunicación interna en Teleperformance: caso diagnóstico y diseño con enfoque en la reducción de la rotación de personal en la campaña Rebel.
… clave en la gestión eficiente de los Centros de Contacto, influyendo en la satisfacción, el desempeño y la retención de los empleados. Este estudio analiza la comunicación interna en una campaña de un BPO (Business Process Outsourcing o Externalización de Procesos de Negocio) especializado en …