English, Article, Journal or magazine article edition: Effective Call Center Management: Evidence from Financial Services Ann Evenson; Patrick T. Harker; Frances X. Frei

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Bookmark: http://trove.nla.gov.au/version/190318
Physical Description
  • preprint
Language
  • English

Edition details

Title
  • Effective Call Center Management: Evidence from Financial Services
Author
  • Ann Evenson
  • Patrick T. Harker
  • Frances X. Frei
Physical Description
  • preprint
Notes
  • Call centers are quickly becoming the major point of contact for serving customers and generating new revenue in a variety of industries. No where is this growth in the importance of call centers more apparent than in the financial services industry. This paper presents the results of a survey of the management of call center operations at major financial service firms. The results clearly indicate the importance of human resource management practices and technology in creating high-performance call center environments.
  • RePEc:wop:pennin:98-25
Language
  • English
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