We use data from a pay reform in an insurance company to contrast different theories of work motivations. The management installed performance pay to boost sales in the customer service centre of the company. The reform was successful. The bonus scheme gave the operators both self-regarding and...

Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony....

Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony....

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...

We develop a model to understand and predict customers’ observed multichannel behavior in a customer support setting. Using individual-level data from a US-based health insurance firm, we model a customer's query frequency and choice of using the telephone or web channel for resolving queries...

Inbound Center Qualität -- Aktuelle Bedeutung von Call Centers, Contact Centers, Customer Service Centers und Customer Care Centers -- Fallstudien zur Typologisierung von Inbound Centers -- Experimente zur Wirkung von Inbound Center Qualitäten -- Implikationen für Inbound Centers in der Praxis.