期刊名称：Journal of International Technology and Information Management
印刷版ISSN：1941-6679
出版年度：2008
卷号：17
期号：2
页码：2
出版社：California State University, San Bernardino
摘要：This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.
