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Customer Experience Measurement and New Generation Approaches in Call Center Processes

Yıl 2024, Cilt: 17 Sayı: 1, 19 - 27

Samet Gürsev

https://doi.org/10.54525/bbmd.1454412

Öz

Today, good management of customer service processes has a great impact on customer satisfaction and brand perception. It is seen that customers who do not get a quick response during the after-sales service process do not prefer the company again. Call centers are of great importance in after-sales processes for all sectors and all companies. Customers want to contact the company through the call center to convey their problems, product demands and complaints. Companies reach their customers through many different channels and stages and analyze their experiences in detail, which gives companies a competitive advantage. Failure to manage these processes well may result in customer dissatisfaction and increase indirect costs, which are more important for businesses. The correct management of such processes will increase the competitive advantage of the companies and will also ensure that the understanding of quality is spread throughout the company. This article investigated the detailed and reportable tracking of customer contact steps and analysis of change in satisfaction rate. A model proposal was presented for customer experience measurement and technological changes were examined in detail. It has been observed that the proposed model supported by artificial intelligence optimizes service processes and achieves success in customer experience measurement.

Anahtar Kelimeler

Call center Customer experience measurement Customer journey Customer relationship management Management information systems.

Kaynakça

  • Khade, A., Performing customer behavior analysis using big data analytic, Procedia Computer Science, 79, 986-992, 2016.
  • Taskin, E ve Demirag, F. Effects of customer engagement behavıor on customer loyalty, Press Academia Procedia 3, 599-608, 2017.
  • Duran, C. ve Uray, N Managing and measuring customer experience: a literature review, Research Journal of Business and Management, 5(1), 63-72, 2018.
  • Kişi, N. Çağrı merkezi müşteri temsilcileri yetkinliklerinin analitik hiyerarşi süreci yöntemi ile önceliklendirilmesi, Celal Bayar Üniversitesi İktisadi İdari Bilimler Dergisi, 17(2), 145-158, 2016.
  • Lemon, K. ve Verhoef, P. Understanding customer experience throughout the customer journey, Journal of Marketing: AMA/MSI Special Issue, 80, 69–96, 2016.
  • Leonard, P. Customer data analytics: privacy settings for ‘Big Data’ Business International Data, Privacy Law, 4(1), 53-68, 2014.
  • R. Halvorsrud, R., Kvale E. Følstad, A. Improving service quality through customer journey analysis, Journal of Service Theorya and Practice, 26(6), 840-867, 2016.
  • Aydın S., ve Özer, G., The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market, European Journal of Marketing, 39(7-8), 910-925, 2005.
  • Lim, C., Kim, M., Kim, K. H. Ve Maglio, P., Using data to advance service: managerial issues and theoretical implications from action research, Journal of Service Theory and Practice, 28(1), 99-128, 2018.
  • Lim, S.F.W.T., Jin, X. ve Srai, J.S., Consumer-driven e-commerce: A literature review, design framework, and research agenda on last-mile logistics models, International Journal of Physical Distribution & Logistics Management, 48(3), 308-332, 2018.
  • Pan, S., Giannikas, V., Han, Y., Grover-Silva, E. ve Qiao, B., Using customer-related data to enhance e-grocery home deliver, Industrial Management & Data Systems, 117(9), 1917-1933, 2017.
  • Klein, J. F., Zhang, Y., Falk, T., Aspara, J. ve Luo X. Customer journey analyses in digital media: exploring the impact of cross-media exposure on customers' purchase decisions, Journal of Service Management, 31(3) 489-508, 2020.
  • Rachinger, M., Rauter, R., Mülkler, C., Vorraber, W. ve Schirgi, E., Digitalization and its influence on business model innovation, Journal of Manufacturing Technology Management, 30(8), 1143-1160, 2019.
  • Monferrer, D., Moliner, M. A. ve Estrada, M., Increasing customer loyalty through customer engagement in the retail banking industry, Spanish Journal of Marketing- ESIC, 23(3), 461-484, 2019.
  • Malik M. H. ve Velan, N. An analysis of IT software and service exports from India, International Trade, Politics and Development, 4(1), 3-25, 2020.
  • Lin, J., Yu, H., Pan, Z., Shen, Z. ve Cui, L. , Towards data-driven software engineering skills assessment, International Journal of Crowd Science, 2(2), 123-135, 2018.
  • Nor, S., Ismail, S. ve Yap, B. W., Personal bankruptcy prediction using decision tree model, Journal of Economics, Finance and Administrative Science, 24(47), 157-170, 2019.
  • Du Rietz, S. Information vs knowledge: Corporate accountability in environmental, social, and governance issues, Accounting, Auditing & Accountability Journal, 31(2), 586-607, 2018.
  • Apte, U. M., Cavaliere, R. A. ve Kulkarni, S. S. Analysis and improvement of information intensive services: evidence from insurance claims handling operations, Production and Operations Management, 19(6), 665-678, 2010.
  • Wünderlich, N. , Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C. ve Lemmink, J., Futurizing’ smart service: implications for service researchers and managers, Journal of Services Marketing, 29(6), 442-447, 2015.
  • Tsai C. Y. ve Chung, S.H., A personalize droutere commendation service for theme parks using RFID information and tourist behavior Decision Support Systems, 52(2), 514-5, 2012.
  • Smith, L., Maull, R. ve Ng, I. C. L., Servitization and operations management: a service–dominant logic approach, International Journal of Operations & Production Management, 34(2), 242-269, 2014.
  • Saarijärvi, H. H. Karjaluoto, ve H. Kuusela, “Customer relationship management: the evolving role of customer data”, Marketing Intelligence & Planning, 31(6), 584-600, 2013.
  • Payne, A. F., Storbacka, K. ve Frow, P., Managing the co-creation of value, Journal of the Academy of Marketing Science, 36(1), 83-96, 2008.
  • Akter, S., D’Ambra, J. ve Ray, P. Development and validation of an instrument to measure user perceived service quality of Health, Information Management, 50(4), 181-195, 2013. Bae, D. ve Leem, C., A visual interactive method for service prototyping, Managing Service Quality, 24(4), 339-362, 2014.
  • Banaee, H., Ahmed, M. U., ve Loutfi, A. Datamining for wearable sensors in health monitoring systems: a review of recent trends and challenges, Sensors, 13(12), 17472-17500, 2013.
  • Casaló, L.V., Flavián C. ve Gineli, M. The role of security, privacy, usability and reputation in the development of online banking, Online Information Review, 31(5), 583-603, 2007.
  • Frost, R. ve Lyons, K., Service systems analysis methods and components: a systematic literature review, Service Science, 9(3), 219-234, 2017.
  • Giannopoulou, E., Gryszkiewicz L. ve Barlatier, P. J., Creativity for service innovation: a practice-based perspective, Managing Service Quality, 24(1), 23-44, 2014.
  • Mkwizu, K. H., Digital marketing and tourism: opportunities for Africa, International Hospitality Review, 34(1), 5-12, 2019.
  • Lim, C., Kim, M., Kim, K., Kim, K. J. ve Maglio, P., Customer process management: A framework for using customer-related data to create customer value, Journal of Service Management, 30(1), 105-131, 2019.
  • Makri, K., Papadas, K. K. ve Schlegelmilch, B. B., Global-local consumer identities as drivers of global digital brand usage, International Marketing Review, 36(5), 702-725, 2019. Oztemel E. ve Gursev, S., Taxonomy of Industry 4.0, IntechOpen, Industry 4.0- Current Status and Future Trends, 4, 45-67, 2020.
  • Aly, H., Digital transformation, development and productivity in developing countries: is artificial intelligence a curse or a blessing?, Review of Economics and Political Science, Vol. ahead-of-print No. ahead-of print. https://doi.org/10.1108/REPS-11-2019-0145, 2020
  • Qing, Z. ve Chou-Yong, C., The empirical study of regional technical innovation suitability, 2010 IEEE International Conference on Software Engineering and Service Sciences, Beijing, 99-102, 2010.
  • Nally, M., Changes in the Software Development Profession to meet the need for Innovation from Businesses and Government, Asia Pacific Software Engineering Conference, 2010.
  • Edison, H., Duc, A., Jbangwe, R. ve Wang, X., An Investigation into Software Product Innovation: A Systematic Literature Review, 2016 International Conference on Engineering, Technology and Innovation/IEEE lnternational Technology Management Conference (ICE/ITMC), 2016.
  • Azman, T. I., Pa, N. C. ve Nor Jusoh R. N. H., Assessing the instrument reliability and validity of risk mitigation for anti software ageing model during software maintenance, 6th International Conference on Research and Innovation in Information Systems (ICRIIS), Johor Bahru, Malaysia, 1(2), 1-6, 2019
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  • Björkdahl, J. Ve Holmén, M., Editorial: business model innovation – the challenges ahead, International Journal of Product Development, 18(3/4), 213-225, 2013.
  • Bourreau, M., Gensollen, M. ve Moreau, F., The impact of a radical innovation on business models: incremental adjustments or big bang?, Industry and Innovation, 19(5), 415-435, 2012.
  • Bouwman, H., de Reuver, M. ve Shahrokh, N., The impact of digitalization on business models: how IT artefacts, social media, and big data force firms to innovate their business model, 14th International Telecommunications Society (ITS) Asia-Pacific Regional Conference, Kyoto, June 24-27, 2017
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  • Westerman, G., Calméjane, C., Bonnet, D., Ferraris, P. ve McAfee, A., Digital transformation: a road-map for billion-dollar organizations, MIT Center for Digital Business and Capgemini Consulting, Cambridge, MA and Paris, 2011
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  • Arntz, A., Melanie M., Gregory, G., Terry T., Zierahn T., Ulrich U., Digitalization and the Future of Work: Macroeconomic Consequences, SSRN Electronic Journal, 10, 130-140, 2019.
  • Park H. ve Choi S.O., Digital innovation adoption and its economic impact focused on path analysis at national level, Journal of Open Innovation: Technology, Market, and Complexity, 5(3), 56, 2019.
  • Martínez C., The decision-making process in new product development: A literature review of the Toyota case, 30th Annual National Conference of the American Society for Engineering Management, 2009, pp. 817–825, 2009
  • Conboy K., Wang X. ve Fitzgerald B., Creativity in agile systems development: A literature review, Information systems-Creativity and innovation in small and medium-sized enterprises, Springer Berlin Heidelberg, 2009, pp. 122–134, 2009
  • Kitchenham B.A. ve Charters S., Guidelines for performing systematic literature reviews”, Software Engineering, 1, 53, 2007.
  • Cooper R. ve Kleinschmidt E.J., An investigation into the new product process: Steps, deficiencies, and impact J. Prod. Innov. Manag., 3(2), 71–85, 1986.
  • Feller J. ve Fitzgerald B., A framework analysis of the open source software development paradigm Proceedings of the 21st International Conference on Information Systems, Atlanta, USA ss. 58–69, 2000 Edison H., Wang X. ve Abrahamsson P., Lean startup: Why large software companies should care?, Scientific Workshop Proceedings of the XP 2015, 2015, c.1, ss. 1–7, 2015.
  • Bernett, H. ve Jaramillo, M. L., Assessing web-enabled call center technologies. IT Professional, (2001) 3(3), 24-30.
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Çağrı Merkezi Süreçlerinde Müşteri Deneyimi Ölçümü ve Yeni Nesil Yaklaşımlar

Yıl 2024, Cilt: 17 Sayı: 1, 19 - 27

Samet Gürsev

https://doi.org/10.54525/bbmd.1454412

Öz

Günümüzde müşteri hizmetleri süreçlerinin iyi yönetilmesi müşteri memnuniyeti ve marka algısı üzerinde büyük bir etki yaratmaktadır. Satış sonrası hizmet sürecinde hızlı geri dönüş alamayan müşterilerin firmayı bir daha tercih etmediği görülmektedir. Çağrı merkezleri tüm firmalar için satış sonrası süreçlerde büyük önem taşımaktadır. Müşteriler yaşadıkları sorunu, ürün taleplerini ve şikâyetlerini iletmek için firma ile çağrı merkezi yoluyla iletişime geçmek istemektedir. Firmalar müşterilerine pek çok farklı kanaldan ulaşarak deneyimlerini ayrıntılı biçimde analiz eder bu da firmalara rekabet avantajı sağlar. Bu süreçlerin iyi yönetilmemesi müşteri memnuniyetsizliğini doğurabileceği gibi işletmeler için daha önemli olan dolaylı maliyetlerin artmasına neden olur. Bu tür süreçlerin doğru yönetilmesi firmaların rekabet üstünlüğünü artıracağı gibi kalite anlayışının firma geneline yayılmasını da sağlayacaktır. Bu makale müşteri temas adımlarının ayrıntılı ve raporlanabilir bir şekilde takibi ve memnuniyet oranı değişim analizini araştırmıştır. Araştıra içerisinde müşteri deneyimi ölçümü için model önerisi sunulmuş ve teknolojik değişimler ayrıntılı olarak incelenmiştir. Yapay zekâ destekli önerilen modelin hizmet süreçlerinde eniyileme yaptığı ve müşteri deneyimi ölçümünde başarı sağladığı görülmüştür.

Anahtar Kelimeler

Çağrı merkezi Müşteri deneyim ölçümü Müşteri yolculuğu Müşteri ilişkileri yönetimi Yönetim Bilişim Sistemleri.

Kaynakça

  • Khade, A., Performing customer behavior analysis using big data analytic, Procedia Computer Science, 79, 986-992, 2016.
  • Taskin, E ve Demirag, F. Effects of customer engagement behavıor on customer loyalty, Press Academia Procedia 3, 599-608, 2017.
  • Duran, C. ve Uray, N Managing and measuring customer experience: a literature review, Research Journal of Business and Management, 5(1), 63-72, 2018.
  • Kişi, N. Çağrı merkezi müşteri temsilcileri yetkinliklerinin analitik hiyerarşi süreci yöntemi ile önceliklendirilmesi, Celal Bayar Üniversitesi İktisadi İdari Bilimler Dergisi, 17(2), 145-158, 2016.
  • Lemon, K. ve Verhoef, P. Understanding customer experience throughout the customer journey, Journal of Marketing: AMA/MSI Special Issue, 80, 69–96, 2016.
  • Leonard, P. Customer data analytics: privacy settings for ‘Big Data’ Business International Data, Privacy Law, 4(1), 53-68, 2014.
  • R. Halvorsrud, R., Kvale E. Følstad, A. Improving service quality through customer journey analysis, Journal of Service Theorya and Practice, 26(6), 840-867, 2016.
  • Aydın S., ve Özer, G., The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market, European Journal of Marketing, 39(7-8), 910-925, 2005.
  • Lim, C., Kim, M., Kim, K. H. Ve Maglio, P., Using data to advance service: managerial issues and theoretical implications from action research, Journal of Service Theory and Practice, 28(1), 99-128, 2018.
  • Lim, S.F.W.T., Jin, X. ve Srai, J.S., Consumer-driven e-commerce: A literature review, design framework, and research agenda on last-mile logistics models, International Journal of Physical Distribution & Logistics Management, 48(3), 308-332, 2018.
  • Pan, S., Giannikas, V., Han, Y., Grover-Silva, E. ve Qiao, B., Using customer-related data to enhance e-grocery home deliver, Industrial Management & Data Systems, 117(9), 1917-1933, 2017.
  • Klein, J. F., Zhang, Y., Falk, T., Aspara, J. ve Luo X. Customer journey analyses in digital media: exploring the impact of cross-media exposure on customers' purchase decisions, Journal of Service Management, 31(3) 489-508, 2020.
  • Rachinger, M., Rauter, R., Mülkler, C., Vorraber, W. ve Schirgi, E., Digitalization and its influence on business model innovation, Journal of Manufacturing Technology Management, 30(8), 1143-1160, 2019.
  • Monferrer, D., Moliner, M. A. ve Estrada, M., Increasing customer loyalty through customer engagement in the retail banking industry, Spanish Journal of Marketing- ESIC, 23(3), 461-484, 2019.
  • Malik M. H. ve Velan, N. An analysis of IT software and service exports from India, International Trade, Politics and Development, 4(1), 3-25, 2020.
  • Lin, J., Yu, H., Pan, Z., Shen, Z. ve Cui, L. , Towards data-driven software engineering skills assessment, International Journal of Crowd Science, 2(2), 123-135, 2018.
  • Nor, S., Ismail, S. ve Yap, B. W., Personal bankruptcy prediction using decision tree model, Journal of Economics, Finance and Administrative Science, 24(47), 157-170, 2019.
  • Du Rietz, S. Information vs knowledge: Corporate accountability in environmental, social, and governance issues, Accounting, Auditing & Accountability Journal, 31(2), 586-607, 2018.
  • Apte, U. M., Cavaliere, R. A. ve Kulkarni, S. S. Analysis and improvement of information intensive services: evidence from insurance claims handling operations, Production and Operations Management, 19(6), 665-678, 2010.
  • Wünderlich, N. , Heinonen, K., Ostrom, A. L., Patricio, L., Sousa, R., Voss, C. ve Lemmink, J., Futurizing’ smart service: implications for service researchers and managers, Journal of Services Marketing, 29(6), 442-447, 2015.
  • Tsai C. Y. ve Chung, S.H., A personalize droutere commendation service for theme parks using RFID information and tourist behavior Decision Support Systems, 52(2), 514-5, 2012.
  • Smith, L., Maull, R. ve Ng, I. C. L., Servitization and operations management: a service–dominant logic approach, International Journal of Operations & Production Management, 34(2), 242-269, 2014.
  • Saarijärvi, H. H. Karjaluoto, ve H. Kuusela, “Customer relationship management: the evolving role of customer data”, Marketing Intelligence & Planning, 31(6), 584-600, 2013.
  • Payne, A. F., Storbacka, K. ve Frow, P., Managing the co-creation of value, Journal of the Academy of Marketing Science, 36(1), 83-96, 2008.
  • Akter, S., D’Ambra, J. ve Ray, P. Development and validation of an instrument to measure user perceived service quality of Health, Information Management, 50(4), 181-195, 2013. Bae, D. ve Leem, C., A visual interactive method for service prototyping, Managing Service Quality, 24(4), 339-362, 2014.
  • Banaee, H., Ahmed, M. U., ve Loutfi, A. Datamining for wearable sensors in health monitoring systems: a review of recent trends and challenges, Sensors, 13(12), 17472-17500, 2013.
  • Casaló, L.V., Flavián C. ve Gineli, M. The role of security, privacy, usability and reputation in the development of online banking, Online Information Review, 31(5), 583-603, 2007.
  • Frost, R. ve Lyons, K., Service systems analysis methods and components: a systematic literature review, Service Science, 9(3), 219-234, 2017.
  • Giannopoulou, E., Gryszkiewicz L. ve Barlatier, P. J., Creativity for service innovation: a practice-based perspective, Managing Service Quality, 24(1), 23-44, 2014.
  • Mkwizu, K. H., Digital marketing and tourism: opportunities for Africa, International Hospitality Review, 34(1), 5-12, 2019.
  • Lim, C., Kim, M., Kim, K., Kim, K. J. ve Maglio, P., Customer process management: A framework for using customer-related data to create customer value, Journal of Service Management, 30(1), 105-131, 2019.
  • Makri, K., Papadas, K. K. ve Schlegelmilch, B. B., Global-local consumer identities as drivers of global digital brand usage, International Marketing Review, 36(5), 702-725, 2019. Oztemel E. ve Gursev, S., Taxonomy of Industry 4.0, IntechOpen, Industry 4.0- Current Status and Future Trends, 4, 45-67, 2020.
  • Aly, H., Digital transformation, development and productivity in developing countries: is artificial intelligence a curse or a blessing?, Review of Economics and Political Science, Vol. ahead-of-print No. ahead-of print. https://doi.org/10.1108/REPS-11-2019-0145, 2020
  • Qing, Z. ve Chou-Yong, C., The empirical study of regional technical innovation suitability, 2010 IEEE International Conference on Software Engineering and Service Sciences, Beijing, 99-102, 2010.
  • Nally, M., Changes in the Software Development Profession to meet the need for Innovation from Businesses and Government, Asia Pacific Software Engineering Conference, 2010.
  • Edison, H., Duc, A., Jbangwe, R. ve Wang, X., An Investigation into Software Product Innovation: A Systematic Literature Review, 2016 International Conference on Engineering, Technology and Innovation/IEEE lnternational Technology Management Conference (ICE/ITMC), 2016.
  • Azman, T. I., Pa, N. C. ve Nor Jusoh R. N. H., Assessing the instrument reliability and validity of risk mitigation for anti software ageing model during software maintenance, 6th International Conference on Research and Innovation in Information Systems (ICRIIS), Johor Bahru, Malaysia, 1(2), 1-6, 2019
  • Berman, S.J. ve Bell, R., Digital transformation: creating new business models where digital meets physical, IBM Global Business Service, New York, NY, April, 18, 200-300, 2011.
  • Björkdahl, J. Ve Holmén, M., Editorial: business model innovation – the challenges ahead, International Journal of Product Development, 18(3/4), 213-225, 2013.
  • Bourreau, M., Gensollen, M. ve Moreau, F., The impact of a radical innovation on business models: incremental adjustments or big bang?, Industry and Innovation, 19(5), 415-435, 2012.
  • Bouwman, H., de Reuver, M. ve Shahrokh, N., The impact of digitalization on business models: how IT artefacts, social media, and big data force firms to innovate their business model, 14th International Telecommunications Society (ITS) Asia-Pacific Regional Conference, Kyoto, June 24-27, 2017
  • Saebi, T., Business Model Evolution, Adaptation or Innovation? A Contingency Framework on Business Model Dynamics, Environmental Change and Dynamic Capabilities, Oxford University Press, 2014.
  • Westerman, G., Calméjane, C., Bonnet, D., Ferraris, P. ve McAfee, A., Digital transformation: a road-map for billion-dollar organizations, MIT Center for Digital Business and Capgemini Consulting, Cambridge, MA and Paris, 2011
  • Wirtz, B.W., Schilke, O. ve Ullrich, S., Strategic development of business models: implications of the web 2.0for creating value on the internet”, Long Range Planning, 43(2/3), 272-290, 2010.
  • Arntz, A., Melanie M., Gregory, G., Terry T., Zierahn T., Ulrich U., Digitalization and the Future of Work: Macroeconomic Consequences, SSRN Electronic Journal, 10, 130-140, 2019.
  • Park H. ve Choi S.O., Digital innovation adoption and its economic impact focused on path analysis at national level, Journal of Open Innovation: Technology, Market, and Complexity, 5(3), 56, 2019.
  • Martínez C., The decision-making process in new product development: A literature review of the Toyota case, 30th Annual National Conference of the American Society for Engineering Management, 2009, pp. 817–825, 2009
  • Conboy K., Wang X. ve Fitzgerald B., Creativity in agile systems development: A literature review, Information systems-Creativity and innovation in small and medium-sized enterprises, Springer Berlin Heidelberg, 2009, pp. 122–134, 2009
  • Kitchenham B.A. ve Charters S., Guidelines for performing systematic literature reviews”, Software Engineering, 1, 53, 2007.
  • Cooper R. ve Kleinschmidt E.J., An investigation into the new product process: Steps, deficiencies, and impact J. Prod. Innov. Manag., 3(2), 71–85, 1986.
  • Feller J. ve Fitzgerald B., A framework analysis of the open source software development paradigm Proceedings of the 21st International Conference on Information Systems, Atlanta, USA ss. 58–69, 2000 Edison H., Wang X. ve Abrahamsson P., Lean startup: Why large software companies should care?, Scientific Workshop Proceedings of the XP 2015, 2015, c.1, ss. 1–7, 2015.
  • Bernett, H. ve Jaramillo, M. L., Assessing web-enabled call center technologies. IT Professional, (2001) 3(3), 24-30.
  • Rowe, F., Marciniak, R., ve Clergeau, C., The contribution of information technology to call center productivity: An organizational design analysis. Information Technology & People, (2011) 24(4), 336-361.
  • Prabhaker, P. R., Sheehan, M. J., & Coppett, J. I. The power of technology in business selling: call centers. Journal of Business & Industrial Marketing, (1997).12(3/4), 222-235.
  • Holman, D., Batt, R., ve Holtgrewe, U. The global call center report: International perspectives on management and employment. (2007).
  • Aksin, Z., Armony, M., ve Mehrotra, V., The modern call center: A multi‐disciplinary perspective on operations management research. Production and operations management, (2007). 16(6), 665-688.
  • Bennington, L., Cummane, J., ve Conn, P. Customer satisfaction and call centers: an Australian study. International Journal of Service Industry Management, 2000, 11(2), 162-173.
  • Halford, V., & Cohen, H. H., Technology use and psychosocial factors in the self-reporting of musculoskeletal disorder symptoms in call center workers. Journal of Safety Research, 2003, 34(2), 167-173.
  • Sieben, I., De Grip, A., Longen, J., & Sørensen, O. Technology, selection, and training in call centers. ILR Review, 2009, 62(4), 553-572.
  • Bapat, V., ve Pruitte, E. B. Using simulation in call centers. In 1998 Winter Simulation Conference. Proceedings (Cat. No. 98CH36274) 1998, (Vol. 2, pp. 1395-1399). IEEE.
  • Chaudhary, S., Nasir, N., ur Rahman, S., ve Sheikh, S. M. Impact of Work Load and Stress in Call Center Employees: Evidence from Call Center Employees. Pakistan Journal of Humanities and Social Sciences, 2023, 11(1), 160-171.
  • Wang, L., Huang, N., Hong, Y., Liu, L., Guo, X., ve Chen, G. Voice‐based AI in call center customer service: A natural field experiment. Production and Operations Management, 2023, 32(4), 1002-1018.
  • Rivas, P., ve Zhao, L. Marketing with chatgpt: Navigating the ethical terrain of gpt-based chatbot technology. 2023, AI, 4(2), 375-384.
  • McGuinness, T. D., & Schank, H. Power to the public: The promise of public interest technology. Princeton University Press. 2023
  • Li, C. Y., & Zhang, J. T. Chatbots or me? Consumers’ switching between human agents and conversational agents. Journal of Retailing and Consumer Services, 2023 72, 103264.
  • Fitria, N. J. L., Marwiyah, S., ve Busthomy, A. N. Realizing Excellent and Quality Public Policy through Emergency Call 112 Service in Probolinggo City. Neo Journal of economy and social humanities, 2(1), 1-8. 2023
  • Andrade, R., & Moazeni, S. Transfer rate prediction at self-service customer support platforms in insurance contact centers. Expert Systems with Applications, 212, 118701. 2023
  • Li, F., & Li, H. Book Review: The Routledge Handbook of Second Language Acquisition and Technology. Frontiers in Psychology, 14, 1224826.
  • Jarrahi, M. H., Lutz, C., Boyd, K., Oesterlund, C., ve Willis, M. Artificial intelligence in the work context. Journal of the Association for Information Science and Technology, 74(3), 303-310. 2023
  • Kshetri, N. Fourth Revolution and the Bottom Four Billion: Making Technologies Work for the Poor (p. 374). University of Michigan Press. 2023
  • Nafees, M. N., Saxena, N., Cardenas, A., Grijalva, S., ve Burnap, P. Smart grid cyber-physical situational awareness of complex operational technology attacks: A review. ACM Computing Surveys, 55(10), 1-36. 2023
  • Alshurideh, M., Kurdi, B., Alhamad, A., Hamadneh, S., Alzoubi, H., ve Ahmad, A. Does social customer relationship management (SCRM) affect customers’ happiness and retention? A service perspective. Uncertain Supply Chain Management, 11(1), 277-288. 2023
Toplam 72 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İş Süreçleri Yönetimi
Bölüm Araştırma Makaleleri
Yazarlar

Samet Gürsev 0000-0003-2609-4095

Erken Görünüm Tarihi 18 Mart 2024
Yayımlanma Tarihi
Yayımlandığı Sayı Yıl 2024 Cilt: 17 Sayı: 1

Kaynak Göster

IEEE S. Gürsev, “Çağrı Merkezi Süreçlerinde Müşteri Deneyimi Ölçümü ve Yeni Nesil Yaklaşımlar”, bbmd, c. 17, sy. 1, ss. 19–27, 2024, doi: 10.54525/bbmd.1454412.
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