CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...
CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...
CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...
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elations<br />
30. D’Ausilio, Rosanne. Wake up Your Call Center: Humanizing Your Interaction Hub. 3rd ed.<br />
West Lafayette, IN: Purdue University Press, 2000.<br />
Series: Customer Access Management Ser.<br />
ISBN: 1557532176<br />
Subjects: Commerce<br />
31. Day, Charles E. Pr<strong>of</strong>iting from Teleservices: An Operational Guide to Call Center Technologies.<br />
New York: McGraw-Hill Pr<strong>of</strong>essional Book Group, April 2000.<br />
ISBN: 0070164304<br />
Subjects: Telecommunication<br />
32. Domuratb, Frank L. <strong>and</strong> Jon Anton. Making the Organization Pr<strong>of</strong>itable: Call Center Metrics<br />
That Matter. Purdue University Press, 2000.<br />
ISBN: 1557531838<br />
33. Finch, Lloyd. Call Center Success: Essential Skills for CSRs. Menlo Park: Crisp Publications,<br />
Inc., August 2000.<br />
Series: Crisp Fifty-Minute Book Ser.<br />
ISBN: 1560525789<br />
Subjects: Customer services, Telemarketing<br />
34. Hack, Becki, Peggy Newton <strong>and</strong> Trip Wyck<strong>of</strong>f. Call Center Operations: A Guide for Your<br />
Journey to Best-Practice Processes. Houston: American Productivity & Quality Center, August<br />
2000.<br />
Series: Passport to Success Ser.<br />
ISBN: 1928593232<br />
35. Harker, Patrick T. <strong>and</strong> Stavros A. Zenios, eds. Performance <strong>of</strong> Financial Institutions. New<br />
York: Cambridge University Press, 2000.<br />
ISBN: 0521771544<br />
Book Description: The efficient operation <strong>of</strong> financial intermediaries—banks, insurance <strong>and</strong> pension<br />
fund firms, government agencies <strong>and</strong> so on—is instrumental for the efficient functioning <strong>of</strong><br />
the financial system <strong>and</strong> the fueling <strong>of</strong> the economies <strong>of</strong> the twenty-first century. But what<br />
drives the performance <strong>of</strong> these institutions in today’s global environment? In this volume,<br />
world-renowned scholars bring their expertise to bear on the issues. Primary among them are<br />
the definition <strong>and</strong> measurement <strong>of</strong> efficiency <strong>of</strong> a financial institution, benchmarks <strong>of</strong> efficiency,<br />
identification <strong>of</strong> the drivers <strong>of</strong> performance <strong>and</strong> measurement <strong>of</strong> their effects on efficiency, the<br />
impact <strong>of</strong> financial innovation <strong>and</strong> information technologies on performance, the effects <strong>of</strong> process<br />
design, human resource management policies, as well as others.<br />
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