Business Process Management in Service-Oriented Companies
This paper presents the business model of a call center company including human resource management features. Starting from several approaches of business model definitions, we adopted a model for a service-oriented company. Based on the system objective, function, component modules and key indicators of Telmar software we analyzed a call centre company, using aggregated data from this software and determined human resource dynamics for past three years and key management indicators in two campaigns.
Volume (Year): 14 (2010)
Issue (Month): 3 ()
|Contact details of provider:|| Postal: |
Web page: http://revistaie.ase.ro/
More information through EDIRC
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Nagesh N. Murthy & Goutam N. Challagalla & Leslie H. Vincent & Tasadduq A. Shervani, 2008. "The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation," Management Science, INFORMS, vol. 54(2), pages 384-399, February.
- Morris, Michael & Schindehutte, Minet & Allen, Jeffrey, 2005. "The entrepreneur's business model: toward a unified perspective," Journal of Business Research, Elsevier, vol. 58(6), pages 726-735, June.
When requesting a correction, please mention this item's handle: RePEc:aes:infoec:v:14:y:2010:i:3:p:189-198. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Paul Pocatilu)
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.