The contribution of information technology to call center productivity: An organizational design analysis

Information Technology & People

Volumn 24, Issue 4, 2011, Pages 336-361

  Rowe, Frantz ^a   Marciniak, Rolande ^b   Clergeau, Cécile ^c  

^a UNIVERSITÉ DE NANTES   (France)

^b UNIVERSITÉ PARIS OUEST NANTERRE LA DÉFENSE   (France)

^c UNIVERSITÉ D'ANGERS   (France)

Author keywords

Automated call distribution; Call centres; Communication technologies; Efficiency rate; France; Goals; Inbound calls; Organizational design; Productivity rate

Indexed keywords

EID: 81455149028     PISSN: 09593845     EISSN: None     Source Type: Journal    
DOI: 10.1108/09593841111182278     Document Type: Article

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