Purpose Contact centers (CCs) are one of the main touch points of customers in an
organization. They form one of the inputs to customer relationship management (CRM) to …

The literature related to Artificial Intelligence (AI) models and customer churn prediction is
extensive and rich in Business to Customer (B2C) environments; however, research in …

Abstract Emergency Medical Dispatchers (EMDs) provide life-critical telephone-based
medical advice 24 ha day, 365 days a year. EMDs are the first point of contact but rarely, if …

In the literature, the Information Technology Infrastructure Library (ITIL) methodology
recommends determining the priority of incident resolution based on the impact and urgency …

Background Nationwide, emergency response systems depend on 9-1-1 telecommunicators
to prioritize, triage, and dispatch assistance to those in distress. 9-1-1 call center …

Orientation: A'sacrificial human resource strategy'is practised in call centres, resulting in
poor employee occupational health. Consequently, questions are posed in terms of the …

PURPOSE: This research paper is designed to outline and document the most critical
Occupational Health Problems of Call Centre Workers in India. A Cross Sectional Study …

The objective of the study was to identify the relationship between Job Stress, Psychological
Distress, and Job Satisfaction among employees in comparison to day shift and night shift …

The affective events theory proposes that daily events elicit affective reactions on workers
that, over time, influence affective and judgement-driven behaviours. It also suggests that …

Penelitian ini bertujuan untuk mengevaluasi pengaruh shift kerja terhadap tingkat kelelahan
dan performansi pengendali kereta api. Partisipan merupakan 17 petugas pengendali …