Call Center Operational Performance Indicators and Customer Satisfaction: An Explanatory-Exploratory Investigation.
Alexandre Ferreira OliveiraLuiz Antonio JoiaPublished in: Int. J. Inf. Syst. Serv. Sect. (2011)
Keyphrases
- call center
- customer satisfaction
- service quality
- operational decisions
- online shopping
- service providers
- electronic commerce
- customer service
- user satisfaction
- asymptotically optimal
- heavy traffic
- customer support
- information systems
- marketing strategies
- quality of service
- competitive advantage
- customer reviews
- customer retention
- core competence
- decision making
- information quality
- customer relationship management
- service level
- customer data
- cooperative
- internet banking
- multi agent
- database