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Call center offshoring performance management : investigating opportunistic behavior in BPO
Ibrahim, Sherwat Elwan; Hanafi, Ahmed - In: Strategic outsourcing : an International journal 6 (2013) 3, pp. 292-312
Persistent link: https://www.econbiz.de/10010230148
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"From boom to where?" : the impact of crisis on work and employment in Indian BPO
Taylor, Phil; D'Cruz, Premilla; Noronha, Ernesto; … - In: New technology, work and employment 29 (2014) 2, pp. 105-123
Persistent link: https://www.econbiz.de/10011291128
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Business Process Outsourcing : A Case Study on Pakistan’s Out-Bound Call Centers
Ahmed, Rizwan - 2015
This paper attempts to explore the problems of outsourcing industry with specific focus to out bound call centers and … in turn the economy as a whole. Business Process outsourcing has become a multi billion dollar Industry globally it has … couple of years, the worldwide business process outsourcing market has undergone rapid transformation. Continuing pressure on …
Persistent link: https://www.econbiz.de/10013017718
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Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass; Fernando, Yudi - In: International journal of services and operations management 29 (2018) 1, pp. 18-41
Persistent link: https://www.econbiz.de/10011849891
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Effizienter Personaleinsatz: Ressourcenplanung im Call Center
Schlotmann, Raimund - In: Wissensmanagement : das Magazin für Digitalisierung, … 11 (2009) 3, pp. 16-17
Persistent link: https://www.econbiz.de/10003824243
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The new role of call centres for manufacturers
Minami, Chieko - In: The marketing review 9 (2009) 2, pp. 115-126
Persistent link: https://www.econbiz.de/10003849708
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Integration von TeleService in die Serviceorganisation : teleservicegerechte Prozesse
Liestmann, Volker; Rühmann, Nora - 2007
Persistent link: https://www.econbiz.de/10003438798
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Designing systems using business components : a case study in call centre automation
Ghandforoush, Parviz; Sen, Tarun K.; Tegarden, David P.; … - In: International journal of electronic customer … 4 (2010) 2, pp. 161-179
Persistent link: https://www.econbiz.de/10003974024
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A case study of using 7S framework to improve business process for call centre reforming
Hsu, C. F.; Peng, C. H. - In: International journal of enterprise network management 5 (2012) 1, pp. 17-32
Persistent link: https://www.econbiz.de/10009533619
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A empirical study of a novel managing customer power model and business performance in the mobile service industry
Alotaibi, Youseef; Liu, Fei - In: Business process management journal 20 (2014) 6, pp. 816-843
Persistent link: https://www.econbiz.de/10010432347