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Keywords: Inbound calls
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Journal Articles
Journal:
Information Technology & People
Information Technology & People (2011) 24 (4): 336–361.
Published: 15 November 2011
... on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies. Findings When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system...
