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Keywords: Call center
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Journal Articles
Journal of Enterprise Information Management (2020) 33 (6): 1647–1668.
Published: 01 June 2020
... such as individual, team, department or company. The aim of this study is to present a systematic and objective PM method for call centers. Design/methodology/approach In this study, first an exploratory approach is used to understand the call center measurement problem. Several meetings are done...
