contact centres
Contact Centres in Scotland – the 2011 Audit
... A large number of organisations (187) provided examples of the forms of automation that they anticipated they would implement over the next two years. Clearly, the drive to increase the adoption of, and take-up by ...
100
Supported child contact centres are increasingly seen as the solution to parental contact disputes. Is this appropriate and do they meet the needs of the children involved?
... child contact centres (Strategic Partners, 1998; Pearson & Thoennes, 2000; Scottish Executive Legal Studies Research Team, 2004; Ernst & Young, 2005; Sheehan et al, 2005; Alaggia & Brinbaum, ...
19
A human capital predictive model for agent performance in contact centres
... call centres had to be analysed: work organisation, training, limited career development, health, monitoring and surveillance that lead to stress and labour ...Global Contact Centre Benchmarking Report ...
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E social work : a preliminary examination of social services contact centres
... sector contact centres and warn that any optimistic view of them that has arisen has been based on scant ...call centres as Fisher‘s, 2004 study shows) and acknowledge the possibility that some of ...
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Transforming mass production contact centres using approaches from manufacturing
... use contact centres for interacting with their customers and are often the front line customer facing function of many ...Although contact centres are efficient in cost saving terms and in ...
33
A phenomenological study of the impact of knowledge intensity and environmental velocity on in source or hosted contact centres
... The primary data collection instrument was a focus group. This was a small number of senior employees who were keen to share experiences. One of the participants was the senior manager; the other two were his ...
7
Managing the commitment to protect children from maltreatment: the case of child contact centres in England
... deciding contact arrangements after separation involve the courts (Peacey & Hunt, ...308 contact cases across 11 purposefully selected courts, involved allegations or concerns raised by the resident ...
387
Job design and wellness in New Zealand Contact Centres: a paradigm shift or same old management? : a thesis presented in partial fulfillment of the requirements for the postgraduate degree of Master of Business Studies, Human Resource Management at Massey University, Palmerston North, New Zealand
... the Contact Centre industry and recommendations on improvements, it is concluded that very little change has permeated through to Contact Centre ...by Contact Centre managers regarding the design of ...
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'Call' Centres to 'Contact' Centres: Shifting Paradigms of Customer Service Systems and Research
... of contact centres, there has also been a shift of focus from certain metrics that distinguishes contact centres from call ...X's contact centre performance is measured using 45 ...
21
Innovation activities in call and contact centres - an exploratory study
... the contact centre industry is for employee involvement and participation, not ...the contact centre then it is thought that the innovation activities would become a great focus for centre management – ...
273
Psychological contract and knowledge management mediated by cultural dynamics
... Contact Centres have prescribed work roles which are critical to the success of service delivery and are characterised by the level of commitment, which may not be explicitly mentioned but is expected out ...
11
Off-shoring in the contact centre industry and employment in the North West of England
... that contact centres have little to contribute to the achievement of GVA targets in the RES could be ...local contact centre businesses may support and help to sustain high GVA businesses in similar ...
27
Evaluation of the Performance Management Framework for Jobcentre Plus
... that Contact Centres are managing performance, it is not surprising to find that Benefit Centre participants did not suggest a major improvement or otherwise in the information passed through to them from ...
79
Learning Centres in the Vanuatu Classroom
... Learning centres are set up to be social areas of the classroom where children find an area of interest for themselves but work and play with others to complete a self-‐defined ...
42
Sustainability centres and fit: how centres work to integrate sustainability within business schools
... There are certain people in the school who never quite see Corporate Social Responsibility or sustainability as pressing issues for business or indeed for society. I suppose if every member of the school was persuaded on ...
17
Maggie’s Centres: a hermeneutic of spirituality
... The word inspiration also links to the central feature of space in Maggie’s Centres. They are places where people can breathe and tell their story. In contrast to the busy environment of the hospital with its own ...
13
Contact Material Optimization and Contact Physics in Metal-contact Microelectromechanical Systems (MEMS) Switches
... Besides the alloys mentioned in the above paragraphs, Au-Ni has materials characteristics showing it to be a potentially promising alternative to gold. It has been reported that Au-Ni alloy contacts yield much lower ...
196
Children's centres inspection outcomes
... children’s centres on 1 April 2010, and as at 31 December 2014 there were 2,123 open and inspected children’s ...children's centres, so some centres are yet to be ...Children's centres which ...
7
Contact systems and contact integrators : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Mathematics at Massey University, Palmerston North, New Zealand
... symplectic diffeomorphisms; (vi) Diffn, the group of conformal volume preserving diffeomorphisms. Strictly speaking, this is the classification in the complex case ; in the real case these is a further minor refinement ...
178
Organisational aspects of women's centres
... indeterminacy, variation and flu ctu a tio n '. The role c f values as a source c f meanings and in the creation o f a shared sense o f social order is widely accepted but, in making this point Jb ery and Trist ( 1969 : ...
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