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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...