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- W2786103691 abstract "Distancing contact centers from the customer is a highlighted strategic measure in call center industry, argued to reach higher efficiency and reduce operational costs. There is however a lack of empirical evidence about the side-effects of distancing, and academia has requested a mapping of the hidden costs accompanied with moving the operator from its customer. This study examines the relationship between service time and distance, by a designed quasidistance scale between the customer and the operator. The result indicates a distance dependency, but the main effect is not due to the distance but rather due to characteristics of the office and caller origin independently. The study also stipulate a framework how big data can be converted into valuable information to call center managers, and provide insights of areas where further training and technological improvements should be focused." @default.
- W2786103691 created "2018-02-23" @default.
- W2786103691 creator A5024388064 @default.
- W2786103691 date "2017-12-01" @default.
- W2786103691 modified "2023-09-26" @default.
- W2786103691 title "Service time effects of distancing from the customer, a case study from the swedish emergency call center" @default.
- W2786103691 doi "https://doi.org/10.1109/ieem.2017.8289966" @default.
- W2786103691 hasPublicationYear "2017" @default.
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