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A PHENOMENOLOGICAL STUDY OF THE IMPACT OF KNOWLEDGE INTENSITY AND ENVIRONMENTAL VELOCITY ON IN-SOURCE ORHOSTED CONTACT CENTRES

机译:知识强度和环境速度影响的现象学研究,对源头源型接触中心的影响

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摘要

Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimal customer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the in-house locus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigated coalesce into two distinct categories; a framework to depict this is presented.
机译:存在联络中心,以重点关注组织价值链的最终步骤,然后提供最佳的客户满意度。在本文中,我们分析了一个中心,以调查外包或内部提供的内部轨迹的影响。这些中心展示了代理商/主要特征,将知识管理带入剧焦,信息强度的各个方面,影响组织动态以及员工的学习。确定了确定活动的本质的现象学方法,而不是基于方法的基于职位的战略分析。接触中心的特点将CooleSce调查为两个不同的类别;提出了一个描绘这件事的框架。

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