CALL CENTER MANAGEMENT (WFO- work force optimization, SPEECH analytics, PCI- payment card industry). View Less >>
Ibrahim, S., Hanafi, A., (2013) “Call center offshoring performance management: Investigating opportunistic behavior in BPO”, Strategic Outsourcing: An International Journal, Vol. 6 Issue: 3, pp.292-312 The main objective the research study was detection and mitigation of behaviour in call centres through effective performance management. Furthermore, the study aims to provide firms important performance parameters to firms considering outsourcing or offshoring of their call Get solution

Place a new order
Pages (550 words)
Approximate price: -