Interview data
| Work profile of interviewee | Duration |
|---|---|
| Case company 1: Financial and insurance service provider | |
| CSR Specialist/Manager, (Com 1) | 28 min |
| Services Development Specialist (Emp 1.1.) | 30 min |
| Customer Service Development Specialist (Emp 1.2) | 29 min |
| Business Development Specialist (Emp 1.3) | 29 min |
| Case company 2: Telecommunications services provider | |
| HR Manager and Communications Manager (Com 2.1, Com 2.2) | 63 min |
| Communication Specialist (Emp 2.1) | 28 min |
| Customer Service Developer (Emp 2.2) | 31 min |
| Business Services Expert (Emp 2.3) | 34 min |
| Customer Data Developer (Emp 2.4) | 49 min |
| Work profile of interviewee | Duration |
|---|---|
| CSR Specialist/Manager, (Com 1) | 28 min |
| Services Development Specialist (Emp 1.1.) | 30 min |
| Customer Service Development Specialist (Emp 1.2) | 29 min |
| Business Development Specialist (Emp 1.3) | 29 min |
| HR Manager and Communications Manager (Com 2.1, Com 2.2) | 63 min |
| Communication Specialist (Emp 2.1) | 28 min |
| Customer Service Developer (Emp 2.2) | 31 min |
| Business Services Expert (Emp 2.3) | 34 min |
| Customer Data Developer (Emp 2.4) | 49 min |
Source(s): Table by authors
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