Modeling and optimizing the management of operator training in a call center
(2002)
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Details
- Authors
- Abstract
- This thesis presents a study concerning cross-trained operators in call centers. A call center is designed to offer customers specific services such as after-sales service, software support or emergency service. A call center also offers a direct contact with the customer. These contacts and services give an image of the company in charge of the call center and therefore they have to be of quality. Operators must be adequately trained to answer calls.
- Affiliations
Citations
Tabordon, N. (2002). Modeling and optimizing the management of operator training in a call center. https://hdl.handle.net/2078.5/174666