Organizational knowledge and information technology: the key resources for improving customer service in call centers.
Sujeong ChoiPublished in: Inf. Syst. E Bus. Manag. (2018)
Keyphrases
- customer service
- call center
- information technology
- business strategy
- inventory control
- service level
- arrival rate
- asymptotically optimal
- service quality
- customer behavior
- customer satisfaction
- information systems
- business managers
- customer support
- heavy traffic
- queue length
- agent technology
- databases
- operational decisions