Opportunities and challenges of applying omnichannel approach to contact center

2018 4th International Conference on Information Management (ICIM) ◽

10.1109/infoman.2018.8392841 ◽

2018 ◽

Author(s):

Ruben Picek ◽

Dijana Peras ◽

Renata Mekovec

Keyword(s):

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Socializzazione organizzativa, supply-value fit e contratto psicologico: il caso dei contact center

RISORSA UOMO ◽

10.3280/ru2012-001006 ◽

2014 ◽

pp. 41-57

Author(s):

Maria Luisa Giancaspro ◽

Amelia Manuti ◽

Giancarlo Tanucci

Keyword(s):

Contact Center ◽

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The Effects of Customer Contact Center Service Representatives’Ego-resilience and Social Support on Service Performance and Turnover Intention and The Mediating Roles of happiness and Negative Role Perceptions

Journal of Korea Service Management Society ◽

10.15706/jksms.2015.16.2.005 ◽

2015 ◽

Vol 16 (2) ◽

pp. 87-114

Author(s):

Jung, Mee Kyoung ◽

ChoSeongDo ◽

CheongKiju

Keyword(s):

Social Support ◽

Turnover Intention ◽

Service Performance ◽

Role Perceptions ◽

Contact Center ◽

Customer Contact ◽

Negative Role ◽

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Hierarchical LSTMs with Joint Learning for Estimating Customer Satisfaction from Contact Center Calls

10.21437/interspeech.2017-725 ◽

2017 ◽

Author(s):

Atsushi Ando ◽

Ryo Masumura ◽

Hosana Kamiyama ◽

Satoshi Kobashikawa ◽

Yushi Aono

Keyword(s):

Customer Satisfaction ◽

Contact Center ◽

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Das Contact Center als Textmaschine?

Call Center Profi ◽

10.1007/bf03253925 ◽

2010 ◽

Vol 13 (4) ◽

pp. 36-39

Author(s):

Ralf Mühlenhöver

Keyword(s):

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Estimation of Contact Center Performance Measures in Case of Overload and Chatbot Implementation

2021 Systems of Signals Generating and Processing in the Field of on Board Communications ◽

10.1109/ieeeconf51389.2021.9415983 ◽

2021 ◽

Author(s):

M. S. Stepanov ◽

A. R. Muzata ◽

V. D. Zyuzin ◽

N. S. Kostina ◽

M. O. Shishkin

Keyword(s):

Performance Measures ◽

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Social Media Cloud Contact Center Using Chatbots

Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering - Future Access Enablers for Ubiquitous and Intelligent Infrastructures ◽

10.1007/978-3-030-23976-3_39 ◽

2019 ◽

pp. 437-442

Author(s):

George Suciu ◽

Adrian Pasat ◽

Teodora Ușurelu ◽

Eduard-Cristian Popovici

Keyword(s):

Social Media ◽

Contact Center ◽

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Attribute Selection Via Multi-Objective Evolutionary Computation Applied to Multi-Skill Contact Center Data Classification

2015 IEEE Symposium Series on Computational Intelligence ◽

10.1109/ssci.2015.78 ◽

2015 ◽

Author(s):

Fernando Jimenez ◽

Enrico Marzano ◽

Gracia Sanchez ◽

Guido Sciavicco ◽

Nicola Vitacolonna

Keyword(s):

Evolutionary Computation ◽

Data Classification ◽

Attribute Selection ◽

Contact Center ◽

Multi Objective

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XML-based multimodal interaction framework for contact center applications

Proceedings of the 16th international conference on World Wide Web - WWW '07 ◽

10.1145/1242572.1242845 ◽

2007 ◽

Author(s):

Nikolay Anisimov ◽

Brian Galvin ◽

Herbert Ristock

Keyword(s):

Multimodal Interaction ◽

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The Role of the Customer Contact Center

A Practical Guide to Call Center Technology ◽

10.1201/9781482280753-7 ◽

2002 ◽

pp. 41-52

Keyword(s):

Contact Center ◽

Customer Contact

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The Influence of Employee Engagement on Discretionary Effort and Job Performance in the Cruise Line Customer Contact Center Workplace

10.25148/etd.fidc008979 ◽

2019 ◽

Author(s):

Stephen B Rodoquino

Keyword(s):

Job Performance ◽

Employee Engagement ◽

Contact Center ◽

Customer Contact ◽

Discretionary Effort ◽

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