Call centre management: responsibilities and performance

Author:

Robinson George,Morley Clive

Publisher

Emerald

Subject

Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting

Reference11 articles.

1. Taylorism, targets and the pursuit of quantity and quality by call centre management

2. Edwards Revisited: Technical Control and Call Centres

3. Call Centre Managment (2000), Measuring People Performance, September/October.

4. Operational determinants of caller satisfaction in the call center

5. Gilmore, A. and Moreland, L. (2000), “Call centres: how can service quality be managed?”, Irish Marketing Review, Vol. 13 No. 1, pp. 3‐11.

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