scholarly journals Is Stress in Contact Centers Inevitable?

2021 ◽  
Vol 18 (6) ◽  
pp. 2999
Author(s):  
Diogo Gonçalves-Candeias ◽  
Maria José Chambel ◽  
Vânia Sofia Carvalho
Keyword(s):  
Well Being ◽  
Job Characteristics ◽  
Contact Center ◽  
Psychosocial Work ◽  
Psychosocial Environment ◽  
Front Office ◽  
Contact Centers ◽  
Different Characteristics ◽  
Office Employees ◽  
Back Office

It is broadly acknowledged that contact center employees are subject to high levels of stress. In this profession, there is a distinction between back-office and front-office employees. In addition, employees may perform duties in various companies with different characteristics (i.e., human resources practices, job characteristics, social support, work–personal life relationship, among others). Thus, this study focuses on the analysis of the contact centers’ (CC) psychosocial work environment and employees’ levels of stress and well-being, seeking to understand whether they change due to the specific nature of the duties they perform and the characteristics of the company. This study involved 1440 participants from 15 companies. The results indicate that front-office and back-office duties influence the perception of some job characteristics and their environment and, consequently, the stress and well-being of these employees. Furthermore, the exhaustion and general well-being of employees are seemingly independent of the duties performed and common to all companies. However, the job characteristics, psychosocial environment and employees’ levels of cynicism, work engagement and general stress were found to change according to the company in which they worked, thus highlighting the need for action in the psychosocial environment of these work duties.

scholarly journals Local e-Government in Sweden - Municipal Contact Center implementation with focus on Citizens and Public Administrators

2013 ◽  
Vol 10 (1) ◽  
Author(s):  
Irene Cecilia Bernhard
Keyword(s):  
Local Level ◽  
Holistic Approach ◽  
Local Context ◽  
Contact Center ◽  
One Stop ◽  
Urban Issues ◽  
The Individual ◽  
Contact Centers ◽  
Government Initiative ◽  
Back Office

Abstract The aim of the article is to analyze the implementation of municipal contact centers (CCs) – an e-government initiative on the local level- from the perspectives of citizens and public adiminstrators. This article is based on case studies from four Swedish municipalites. The results indicate that the CCs: contribute to increased access to municipal service, localize public services and combine different services into a one-stop practice striving to provide a “holistic” approach to the individual citizen in her local context. However, the quality of the service also depends on the organization of the work  within the back office of the municipality. All issues from citizens were registered which contribute to increased knowledge about the citizens’ needs and perceptions regarding municipality services and planning in urban issues.  

Heeft coping een invloed op (de relatie tussen) baanonzekerheid, welzijn en arbeidstevredenheid?

2006 ◽  
Vol 19 (2) ◽  
Author(s):  
Katrien Bohets ◽  
Hans De Witte
Keyword(s):  
Job Satisfaction ◽  
Job Insecurity ◽  
Well Being ◽  
Job Characteristics ◽  
The Relationship ◽  
Moderating Role ◽  
Coping Behaviours

Does coping affect (the relationship between) job insecurity, well-being and job satisfaction? Does coping affect (the relationship between) job insecurity, well-being and job satisfaction? Katrien Bohets & Hans De Witte, Gedrag & Organisatie, Volume 19, Juni 2006, nr. 2, pp. 113. The consequences of both quantitative and qualitative job insecurity on well-being and job satisfaction are analysed. Quantitative job insecurity refers to the continuity of the actual job, whereas qualitative job insecurity refers to the continuity of valued job characteristics. The association of both kinds of insecurity with emotion-focused coping (avoidance) is studied, as well as the moderating role of problem-focused coping in the relation between job insecurity, satisfaction and well-being. Data of 568 employees from 23 companies are used to test the hypotheses. The results show that both forms of job insecurity are associated with a decrease in well-being and job satisfaction, as expected. Job insecurity is also associated with an increase in avoidance behaviours (emotion-focused coping) and with a decrease in problem-focused coping behaviours. Problem-focused coping (and avoidance) do not moderate the relationship between job insecurity, satisfaction and well-being.

Power and Organizational Transformation through Technology: Hybrids of Electronic Government

2009 ◽  
Vol 30 (5) ◽  
pp. 461-487 ◽  
Author(s):  
Brian P. Bloomfield ◽  
Niall Hayes
Keyword(s):  
Organizational Transformation ◽  
Electronic Government ◽  
The North ◽  
Organizational Configurations ◽  
Front Office ◽  
Service Departments ◽  
The Uk ◽  
Back Office ◽  
Radical Transformation ◽  
Shed Light

This paper considers the UK Government's major modernization programme for local government and its aim to use technology to bring about a radical transformation in the delivery of public services by joining up hitherto separate service departments and focusing the organization of services around the citizen. Drawing upon empirical fieldwork in the North of England, the paper seeks to shed light on the realization and operation of modernization and considers the issues of power and hybridity involved in the emplacement of new organizational configurations (`front office' contact centres and `back office' service departments) to handle citizen inquiries.

scholarly journals Suddenly Telework: Job Crafting as a Way to Promote Employee Well-Being?

2022 ◽  
Vol 12 ◽  
Author(s):  
Christiane R. Stempel ◽  
Katja Siestrup
Keyword(s):  
Working Conditions ◽  
Online Survey ◽  
Well Being ◽  
Job Characteristics ◽  
Social Resources ◽  
Working Environment ◽  
Job Crafting ◽  
Advantages And Disadvantages ◽  
Abrupt Shift ◽  
Quantitative Results

COVID-19 confronted many people with an abrupt shift from their usual working environment to telework. This study explores which job characteristics are perceived as most crucial in this exceptional situation and how they differ from people’s previous working conditions. Additionally, we focus on job crafting as a response to this situation and how it is related to employees’ well-being. We conducted an online survey with N = 599 participants, of which 321 reported that they were telework newcomers. First, we asked participants to indicate the three most important advantages and disadvantages they see in telework. The subsequent questionnaire contained a comprehensive measure of working conditions before and during the pandemic, job crafting behaviors, and indicators of well-being. Based on the qualitative answers, we identified three major advantages and disadvantages. Quantitative results indicate perceived changes in all job characteristics for telework newcomers. Concerning working conditions and well-being, job crafting activities that aim to increase structural and social resources are important mediators. The findings underline the need to design appropriate telework conditions and encourage job crafting activities to foster occupational well-being.

scholarly journals PENGUATAN PENGELOLAAN BACK OFFICE E-COMMERCE UNTUK PENINGKATAN KAPASITAS UKM DI KOTA SAMARINDA

2021 ◽  
Vol 9 (3) ◽  
pp. 255
Author(s):  
Muhammad Zaini ◽  
Riyadi Riyadi
Keyword(s):  
Information Technology ◽  
Transaction Processing ◽  
Limited Capacity ◽  
Application System ◽  
Web Based ◽  
Space And Time ◽  
Front Office ◽  
Back Office ◽  
The Way

The low business capacity of SMEs is the result of the majority of SMEs (93.33%) still being managed traditionally. The limited capacity of SMEs can be overcome if SMEs are willing and able to change the way their business is managed, which is still traditionally replaced with web-based information technology, which is able to manage business and transaction processing without limits on space and time, such as the Prestashop back office application system. This application provides 2 types of modules, namely Back Office which consists of purchasing, sales, inventory, cash and bank modules, Front Office which functions as cash sales, so it is very easy to use by SMEs.

scholarly journals Perancangan Enterprise Architecture Berbasis Service Menggunakan Zachman Framework: Studi Kasus PDAM Kota Sukabumi

2017 ◽  
Vol 1 (1) ◽  
pp. 59
Author(s):  
Samirah Rahayu ◽  
Ana Hadiana
Keyword(s):  
Information System ◽  
Enterprise Architecture ◽  
Front Office ◽  
Zachman Framework ◽  
Customer Services ◽  
Office System ◽  
Back Office

Sebagai perusahaan, PDAM bertanggung jawab memberikan pelayanan yang baik kepada pelanggan. Proses pelayanan pelanggan mencakup registrasi pelanggan, pencatatan angka meter, pengaduan pelanggan, pengajuan perubahan pelanggan, pembayaran rekening, monitoring jaringan pipa, pemeliharaan meter air sampai monitoring penerimaan dan tunggakan. Karena pertukaran data melibatkan bagian-bagian yang ada, maka perlu dibangun suatu integrator services yang mengintegrasikan semua aplikasi dan data. Untuk realisasi pengembangan Customer Services Information System dalam skala enterprise, maka terlebih dahulu harus dirancang Enterprise Architecture berdasarkan proses bisnis yang dimiliki PDAM terkait. Penelitian ini menggunakan kerangka kerja Zachman sebagai acuan perancangan karena memiliki berbagai perspektif, yaitu: planner, owner, designer, builder, implementer dan worker. Penelitian ini menghasilkan model Customer Services Information System yang terdiri dari front-office system dan back-office system.Kata kunci: Customer Services Information System, enterprise, architecture enterprise, services, kerangka kerja Zachman

The Memory of Banking

2011 ◽  
Author(s):  
Vincent Antonin Lépinay
Keyword(s):  
Complex Topography ◽  
Front Office ◽  
The Right ◽  
Back Office ◽  
The Way

This chapter studies the difficulties encountered by the various operators trying to keep track of the changes a typical product goes through. The customized nature of the services offered by General Bank and the right of the clients to revise their products along the way creates a puzzle for an organization needing to be collectively reactive to these changes. From the perspective of the back office, capital guarantee products (CGPs) are disruptive: they impose themselves on a bank's conservation methods and demand new rules. The challenge for the bank comes from its complex topography, as contacts with the outside world morph from being driven by the front office (salespeople, traders, engineers) to being the realm of the back-office managers.

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