Improving call center performance

Tietueen suppeat tiedot
dc.contributor.authorRanta, Roope
dc.contributor.facultyfi=Tekniikan ja innovaatiojohtamisen yksikkö|en=School of Technology and Innovations|
dc.contributor.organizationVaasan yliopisto
dc.date.accessioned2018-06-12
dc.date.accessioned2019-09-25T17:27:37Z
dc.date.accessioned2025-06-25T18:22:45Z
dc.date.available2018-08-15
dc.date.available2019-09-25T17:27:37Z
dc.date.issued2018
dc.description.abstractThe study problem was to find a way to improve call center performance. The method of study was to combine existing articles and studies to form a clear path for call centers to use to improve their performance. The most important source of information were articles and case studies produced on the subject. The goal of this research was to demonstrate different ways to measure and improve the performance of a call center. The research focuses on three different point of views: Call center, call center agent and call center manager. The most important result of this study were the tools for the call centers to use to improve their performance.
dc.description.notificationfi=Opinnäytetyö kokotekstinä PDF-muodossa.|en=Thesis fulltext in PDF format.|sv=Lärdomsprov tillgängligt som fulltext i PDF-format|
dc.format.bitstreamtrue
dc.format.extent61
dc.identifier.olddbid9687
dc.identifier.oldhandle10024/9059
dc.identifier.urihttps://osuva.uwasa.fi/handle/11111/13002
dc.language.isoeng
dc.rightsCC BY-NC-ND 4.0
dc.rights.accesslevelrestrictedAccess
dc.rights.accessrightsfi=Kokoteksti luettavissa vain Tritonian asiakaskoneilla.|en=Full text can be read only on Tritonia's computers.|sv=Fulltext kan läsas enbart på Tritonias datorer.|
dc.source.identifierhttps://osuva.uwasa.fi/handle/10024/9059
dc.subjectCall center
dc.subjectperformance
dc.subjectefficacy
dc.subjectoperational efficiency
dc.subject.degreeprogrammefi=Master's Degree Programme in Industrial Management|
dc.subject.studyfi=Tuotantotalous|en=Industrial Management|
dc.titleImproving call center performance
dc.type.ontasotfi=Pro gradu - tutkielma |en=Master's thesis|sv=Pro gradu -avhandling|

Tiedostot

Näytetään 1 - 1 / 1
Name:
osuva_8229.pdf
Size:
1.13 MB
Format:
Adobe Portable Document Format
Lataa

Kokoelmat

Pro gradu -tutkielmat ja diplomityöt (rajattu saatavuus)