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Is the quantity-quality trade-off in call centres a false dichotomy?
Ben ELLWAY
Canberra Business School
Research output
:
Contribution to journal
›
Article
›
peer-review
15
Citations (Scopus)
2
Downloads (Pure)
Overview
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Keyphrases
Call Center
100%
False Dichotomies
100%
Quantity-quality Trade-off
100%
Call Center Management
60%
Efficiency Gain
20%
Service Provision
20%
Design Methodology
20%
Potential Gains
20%
Work Practices
20%
Negative Consequences
20%
Structured Interview
20%
Work Study
20%
Interdependence
20%
Qualitative Measures
20%
Call Handling
20%
Support Efficiency
20%
Centre Manager
20%
Manager-as-coach
20%
Conventional Unit
20%
Call Provision
20%
Complex Calls
20%
Team Manager
20%
Social Sciences
Dichotomy
100%
Call Center
100%
Qualitative Research
12%
Design Methodology
12%
Semi-Structured Interview
12%
Interdependence
12%