The efficiency and quality dilemma: What drives South African call centre management performance indicators?
Orientation: Call centres have become principal channels of communication with customers. Therefore, companies attempt to reduce costs and improve the quality of their interactions with customers simultaneously. These objectives are often conflicting and call centre managers struggle to balance t...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2011-03-01
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| Series: | SA Journal of Human Resource Management |
| Subjects: | |
| Online Access: | https://sajhrm.co.za/index.php/sajhrm/article/view/331 |