Association of Marketing Theory and Practice Proceedings 2017
 

Document Type

Conference Proceeding

Conference Track

General Papers

Publication Date

2017

Abstract

One of the most important aspects of many businesses providing customer services are their call centers. These organizations employ millions of workers who are required to address customer queries and provide solutions to both existing and prospective clients. Customer service is looked at as key factor to keeping current customers. Worldwide, call centers comprise an ever-evolving and dynamic industry, yet researchers find that there is a high turnover rate among call center agents (Pierre & Tremblay, 2011). Facing customers and answering complicated queries are daunting tasks, this is made even more complicated by the fact that call center technology is being employed at a rapid rate and call center agents must keep abreast of these advancements to function more effectively and efficiently.

About the Authors

Angelica Pigman (DBA Capella University) provides training, and billing support to Home Health Agency. Throughout her 18-years tenure with United Healthcare, Angelica has built a reputation for developing business strategies and great business relationships, incubating new contract and business models. She also developed and managed profitable business model for high-end growth and opportunities.

Perry Haan (DBA University of Sarasota) is Professor of Marketing at Tiffin University, Tiffin, Ohio. He has authored or co-authored over ninety peer reviewed articles that have appeared in conference proceedings and journals, including the Journal of Marketing in Higher Education and the International Journal of Sports Marketing & Sponsorship. He co-authored a textbook, Practical Statistics for Business.

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