Design vs practice : how problematic call routing and rerouting restructures the call centre service system
| Data(s) |
2016
|
|---|---|
| Identificador |
http://www.canberra.edu.au/researchrepository/items/a8d9bb5d-3967-4acc-8c64-2a39e90c6426/1/ |
| Relação |
International Journal of Operations and Production Management |
| Direitos |
©2016 Emerald Group Publishing |
| Palavras-Chave | #call centres; IVR system; behavioural operations; call routing; customer contact; service system design |
| Tipo |
Journal Article |
