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Keywords: Call centre
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2014) 20 (6): 816–843.
Published: 28 October 2014
... the proposed numerical model, a call centre at the selected telecommunication company is used as a case study. An empirical analysis based on data from 130 business and IT managers is used to evaluate and investigate if it has an impact on business process (BP) performance. Bivariate correlation analysis...
