Hierarchical LSTMs with Joint Learning for Estimating Customer Satisfaction from Contact Center Calls

2017 ◽  
Author(s):  
Atsushi Ando ◽  
Ryo Masumura ◽  
Hosana Kamiyama ◽  
Satoshi Kobashikawa ◽  
Yushi Aono
Keyword(s):  
Customer Satisfaction ◽  
Contact Center ◽  
Joint Learning

Concentra BPO

2014 ◽  
pp. 195-199
Author(s):  
Shreya Dhingra
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Retention ◽  
Small Company ◽  
Contact Center ◽  
The Impact ◽  
A Company

This case study is about “Concentra”, started by an entrepreneur along with his wife and colleagues who were later the part of the management. They started by providing BPO for financial services, contact center services, loyalty and customer retention. They started from a small company with limited manpower but grow up into big company spreading in many countries in lesser span of time. As the BPO expands, the management came across many problems in the company. One of the main problems which they came across was the employee dissatisfaction which resulted into lower customer satisfaction. The impact was so bad that they started loosing their customers and their business. This case study explains how a company can increase customer’s satisfaction just by understanding and treating their employees as the first customers of the organization to be served.

Customer Satisfaction Estimation in Contact Center Calls Based on a Hierarchical Multi-Task Model

2020 ◽  
Vol 28 ◽  
pp. 715-728
Author(s):  
Atsushi Ando ◽  
Ryo Masumura ◽  
Hosana Kamiyama ◽  
Satoshi Kobashikawa ◽  
Yushi Aono ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Contact Center ◽  
Task Model

scholarly journals Frontline employee empowerment and perceived customer satisfaction

2017 ◽  
Vol 15 (2) ◽  
pp. 187-206 ◽  
Author(s):  
Teresa Proenca ◽  
Ana Torres ◽  
Ana Sofia Sampaio
Keyword(s):  
Customer Satisfaction ◽  
Intrinsic Motivation ◽  
Structural Equation ◽  
Psychological Empowerment ◽  
Equation Modeling ◽  
Contact Center ◽  
Structural Empowerment ◽  
Content Type ◽  
Frontline Employee ◽  
Contact Centers

Purpose The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling. Findings Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation. Practical implications Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers. Originality/value The research provides valuable insights for both scholars and practitioners regarding the process through which employees’ psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers.

Analisis Pengukuran Kinerja Perusahaan Dengan Konsep Balanced Scorecard

2016 ◽  
Vol 3 (1) ◽  
pp. 11-22
Author(s):  
Dina Fitrianingrum ◽  
Sulastiningsih Sulastiningsih
Keyword(s):  
Customer Satisfaction ◽  
Organizational Development ◽  
Business Process ◽  
Balanced Scorecard ◽  
Research Use ◽  
Financial Perspective ◽  
Employees Satisfaction ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process

The objective of the research is to evaluate performance of Madubaru firm. This research use the methode of Balanced Scorecard which balancing measurement of non finance performance and finance performance. In the perspective learning and growth emphasize on the education and employees training, and also employees satisfaction. In the perspective of internal business process, it emphasize at the the level of success and organizational development. In perspective of customer emphasize at the customer satisfaction. In perspective of finance can see from finance ratio. The research have result learning and growth perspective with good performance, internal business process perspective with very good performance, customer perspective with enough performance, financial perspective estimation with good performance. At general we can assesd performanced of Madubaru firm is good and expected to be improved again. Keyword : Balanced Scorecard, Learning and Growth Perspective, Internal Business Process Perspective, Customer Perspective, Financial Perspective.

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