Customer Service Versus Performance Metrics in an Electronic Sweatshop? Managers' Perspectives on Issues in Running Call Centres

By George Robinson and Clive Morley.

Published by The Organization Collection

Format Price
Article: Print $US10.00
Article: Electronic $US5.00

A survey of call centre managers to investigate their managerial practices and style.

Keywords: Call Centres, Customer Service

International Journal of Knowledge, Culture and Change Management, Volume 6, Issue 2, pp.63-70. Article: Print (Spiral Bound). Article: Electronic (PDF File; 1.902MB).

Prof Clive Morley

Clive is Professor of Quantitative Analysis and a former Head of the School of Management at RMIT University. He has taught on RMIT Master of Business Administration programs since 1989. He currently teaches the Techniques of Strategic Analysis courses in the Doctor of Business Administration program, a strategy course in the MBA(International Management) and a research methods course in the Master of Professional Accounting. Clive has worked as a statistical consultant for many companies. His expertise lies in the areas of applied data analysis, tourism economics and management, forecasting and strategic analysis techniques.


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