期刊名称：South African Journal of Human Resource Management
印刷版ISSN：1683-7584
出版年度：2004
卷号：2
期号：3
语种：English
出版社：OpenJournals Publishing
其他摘要：In today’s information-intensive environment customer service is an important aspect that differentiates one organisation from another. This research focuses on those individual competencies which will lead to a customer service core capability in a Human Resources Call Centre. Data was obtained from Call Centre agents (n=18), supervisors (n=3) and customers (n=25) by means of five focus group-, three individual- and 25 telephonic interviews, respectively. The transcendental realism research procedure was applied within a qualitative research paradigm. Ten key competencies were identified by all groups of participants. Opsomming In vandag se inligtings-intensiewe omgewing is kliëntediens ’n belangrike aspek wat organisasies van mekaar onderskei. Hierdie navorsing fokus op welke individuele bevoegdhede tot ’n kliëntedienssleutelbekwaamheid in ’n Menslikehulpbron-oproepsentrum sal lei. Data is van Oproepsentrumagente (n=18), -toesighouers (n=3) en -kliënte (n=25) ingewin deur middel van onderskeidelik vyf fokusgroep-, drie individuele- en 25 telefoniese onderhoude. Die transendentale realisme navorsingsprosedure is binne ’n kwalitatiewe navorsingsparadigma toegepas. Tien sleutelbevoegdhede is deur al drie groepe deelnemers geïdentifiseer.
关键词：Critical Competencies;Customer Service;Core Capability;Human Resources;Call Centre
其他关键词：Critical Competencies;Customer Service;Core Capability;Human Resources;Call Centre
Loading...
