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Assessing the Operator's Performance in Organizational Information Systems: Context of Call Center IS Management.
Jae-woong Yun
Md. Dulal Hossain
Junghoon Moon
Young Chan Choe
Published in:
AMCIS (2010)
Keyphrases
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call center
customer relationship management
management system
knowledge management
customer support
service level
asymptotically optimal
information systems
decision making
information technology
service quality
agent technology
operational decisions