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Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'
CRM information ethics call centres scripts
2009/12/9
This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in thi...
The development of a hassle-based diagnostic scale for predicting burnout in call centres
daily hassles job demands family demands exhaustion burnout
2009/9/17
The aim of this study was to develop a brief daily hassle diagnostic questionnaire that could be used to identify daily hassles for customer service representatives within a call centre environment, a...
The development of a hassle-based diagnostic scale for predicting burnout in call centres
daily hassles job demands family demands exhaustion burnout
2010/10/29
The aim of this study was to develop a brief daily hassle diagnostic questionnaire that could be used to identify daily hassles for customer service representatives within a call centre environment, a...
Knowledge Management in Call Centres
Knowledge management customer relationship management knowledge acquisition knowledge adaptation knowledge dissemination knowledge generation knowledge utilization
2009/7/16
Globalization and technology improvements have exposed companies to a situation with tough competition. In this new era companies are focusing on managing customer relationships in order to efficientl...