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The Disconnected Customer
Anthony Francis Rodi
其他書名
An Exploratory Study of Call Center Effectiveness
出版Robert Morris University, 2006
URLhttp://books.google.com.hk/books?id=NlY3twAACAAJ&hl=&source=gbs_api
註釋Customer service in corporate call centers is featured. Specifically, the PNC Bank Call Center in Pittsburgh, Pennsylvania is profiled. Study categories analyzed include automated call-handling techniques, corporate cultures, corporate attitudes, management styles, and outside forces. In addition, factors such as the call center's mission statement, customer focus groups, participant observation, and personal experience were used as analysis criteria, with the resulting data used to conduct an ethnographic study to determine the impact of customer/employee relationships on call center effectiveness.