Centralization as a design consideration for the management of call centers
Abstract
A call center and its associated information technology (IT) provide an opportunity to redesign and improve service-delivery operations. Managers at all levels should understand the role of organizational design as call centers are established or expanded, in particular the relative centralization (distribution of authority) associated with delivering services to customers. This article argues that centralization moderates and influences the...
Paper Details
Title
Centralization as a design consideration for the management of call centers
Published Date
Mar 1, 2004
Journal
Volume
41
Issue
4
Pages
497 - 507
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Notes
History