Analysis of the Impact of Team-Based Organizations in Call Center Management.
Oualid JouiniYves DalleryRabie Nait-AbdallahPublished in: Manag. Sci. (2008)
Keyphrases
- call center
- information systems
- knowledge management
- customer relationship management
- management policies
- project managers
- decision making
- service level
- customer support
- asymptotically optimal
- information technology
- software development teams
- data management
- service delivery
- software development
- virtual organization
- service management
- heavy traffic
- arrival rate
- service quality
- information technology infrastructure
- virtual teams
- service systems
- organizational learning
- team members
- project management
- customer service
- steady state
- artificial intelligence
- databases