| Papers [1-15] of 100 :: [Page 1 of 7] | | Go to page : 1 2 3 4 5 6 7 —> | Search results on "VENDOR SELECTION CALL CENTERS": |
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Vendor Selection for Three Call Centers, 2003.
An analysis of the selection process of vendors for call centers.
3,620 words (approx. 14.5 pages), 30 sources, MLA, $ 100.95
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Abstract
In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of
the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
From the Paper
"In order to provide customer satisfaction, our agents must have functional built into their telephone stations to provide good feedback, quick response and quality data capture. The agents have requested that the stations have Hold function, Music Waiting function, headsets, Voice Messaging, Forward Calling, Personal and Global Announcement capabilities. The telephones have to be scalable to include new features in the future. Agents have also request several desirable capabilities to increase performance. They are Spell checking, minimal data entry, training, search Management and Data Quality Matching to increase customer satisfaction. In order to ensure that the data collected is utilized in the future, a quality repository for trouble tickets, service orders and returns orders will be required. An online repository of Marketing and Service Materials would also be desired to answer customer questions quickly and accurately."
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Call Center Vendors, 2003.
A look at vendor selection criteria for three call center vendors.
13,370 words (approx. 53.5 pages), 5 sources, MLA, $ 249.95
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Abstract
In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.
Introduction
Selection Criteria:
Vender Aspects - History
Pricing
Architecture of Switching System
Technical Features of the Automatic Call Distributor
Functional Aspects of the Telephones and the Agents
Software Development
Systems Management
Disaster Recovery
Avaya Inc
Lucent Technologies
Siebel Systems, Inc.
Comparison of Vendors
From the Paper
"ADKAR is a model and a technique used by employees to help them understand where the organization is in the change management process. Managers to help identify gaps in the change management process can also use it. By using the technique, they can aid their employees through the process."
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Vendor Selection, 2005.
An analysis of the different ethical issues and considerations related to vendor selection processes.
1,535 words (approx. 6.1 pages), 5 sources, MLA, $ 50.95
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Abstract
The purpose of this paper is to identify potential breeches of ethical conduct with regard to vendor selection and to help establish a code of ethics related to vendor selection that is based on the highest ethical standards available in the restaurant industry. The company selected for purposes of analysis is Tony Roma's Restaurant, a franchise in the restaurant industry that focuses on Italian food products.
Outline
Executive Summary
Introduction
Situational Analysis
Research
Recommendations/Directives
Conclusions
From the Paper
"Managers interacting with vendors should be prohibited from accepting any gifts, no matter how small or insignificant, from vendors at any point in time. Any exception to this rule opens a window of opportunity for abuse. In addition the management team should consider establishment of a review committee responsible for monitoring vendor service on an annual basis. This committee can also review the vendor qualifications of any new vendor selected by the member of management responsible for vendor selection, in order to ensure that the selection process was handled in an ethical and morally just manner."
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Distance Education Vendor: A Selection, 2002.
A review of WebCT Campus Edition software solutions for distance education.
1,063 words (approx. 4.3 pages), 6 sources, MLA, $ 37.95
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Abstract
This paper contains a brief description of the chosen technology solution, and provides information such as vendor/product name, product purpose and functionality, product features, and finally the learning environment criteria. A final wrap-up and review is included in the conclusion section. This report outlines the product selected, evaluation approach to be undertaken, and what categories will be included in the final report.
From the Paper
"Your supervisor has just informed you that the organization you work for is in need of new distance-learning technology, and you have been chosen to research and present a solution to their present dilemma. Cold fear overwhelms you as you begin to wonder how you will complete this monumental task. After searching the Internet for technology firms and reviewing your existing technology infrastructure you make a vendor selection. What have you come up with ? WebCT Campus Edition software solutions."
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Charles Darwin's Concept of Natural Selection and Sexual Selection, 2006.
An objective study of Darwin's theories of natural selection.
841 words (approx. 3.4 pages), 1 source, MLA, $ 29.95
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Abstract
In this paper the author reviews the books that Darwin wrote; "Origin of Species and The Descent of Man", which lead to his theories of natural selection. He discusses the theory of how types of living things (species) arise in different places and how the four theories of Darwin were developed ; diversity, competition , survival of the fittest and adaptation. The paper concludes with natural selection and the concepts of sexual selection that support Darwin's theory of the origin of species.
From the Paper
"However, natural selection is not the only process responsible for evolution; another process is sexual selection. Darwin anticipated that sexual selection would be a potential criticism of evolution through natural selection and therefore put forth great effort to explain these occurrences. Thus, sexual selection refers to selection acting via effects on mating success. Natural selection, then, refers to effects on other fitness components like viability, survival. Darwin recognized the two processes as mutually exclusive."
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Cost Centers & Profit Centers, 1997.
Defines two approaches to organizational control, benefits & risks of changing from cost to profit, effects on management & accounting and implementation.
1,350 words (approx. 5.4 pages), 5 sources, $ 47.95
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From the Paper
"Introduction
Organizations with decentralized operations typically divide those operations into cost and profit centers. This delineation, which is a management and strategic decision, has long-term ramifications for the success of the organization, and helps define (and is defined by) the culture which exists in the company at the time the decision is made. Companies which have operated with cost centers in the past may determine that changing some or all of those cost centers to profit centers may be more beneficial to the organization in the long-run. This research examines the considerations which must be taken into account when making this determination, and evaluates the effect that such a change might have on the organization as a whole.
Cost Centers
A cost center is a.."
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U.S. Theatrical Centers, 2000.
An examination of eight theatrical centers in the U.S.: Lincoln Center, John F. Kennedy Center, Music Center of L.A. and five more.
3,375 words (approx. 13.5 pages), 18 sources, $ 119.95
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From the Paper
"This research will examine the eight top American theatrical centers in the U.S. The research will set forth the background for the establishment of performing-arts centers in certain major urban areas of the country and then discuss the focus of each such facility, with a view toward identifying the attributes of each center's operation and the scope of activity in which each center engages.
To adequately appreciate the standing that a performing arts center has in any major urban area, it may be useful to look at the social function that the concept of performing arts has served in the U.S. in general. From the acting company formed by William Hallam in 1752 in Williamsburg, Virginia (Hewitt 12-12), to the present day, theatrical performance appears to have held popular appeal with the public at large. On the other hand, there..."
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Assessment Centers, 2006.
An overview of the use of assessment centers to standardize the evaluation of potential employees.
3,900 words (approx. 15.6 pages), 13 sources, MLA, $ 106.95
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Abstract
This paper studies the development and use of assessment centers to eliminate unfair and unequal employee selection procedures. The paper defines the purpose of assessment centers as providing a standardized evaluation of behavior based on multiple exercises and observations. The paper then provides a historical reviews of assessment centers, which reached large scale implementation for the first time in the military during World War II. Next, paper discusses the essential elements of an assessment center, explaining that it is multi-faceted and goes well beyond panel interviews or single techniques and assessors. The paper also examines how assessment centers aid employers in making decisions about candidates and how the use of these centers protects potential candidate from biased criteria. The paper concludes by discussing how assessment centers increase the validity and acceptance of the results of such a process.
Outline
Introduction
Background
Essential Elements
Candidate Selection and Rights
Validity
Conclusion
From the Paper
"The first private sector use of assessment centers was seen in the Michigan Bell Telephone Company. They became the first company to establish an assessment center program for operational use, specifically to assess the qualifications of long-term, non-management employees for the purpose of moving into managerial positions. Companies to follow suit were Standard Oil of Ohio, IBM, Sears Roebuck, General Electric, and J. C. Penney (MacKinnon, 1975, p. 2-3). The first use of assessment centers in uniformed public service, such as police and fire services, can be found in England. The British are considered to have pioneered this process and have led the field for many years (Olson, 1981, p. 2). Perhaps the most historically influential use of the assessment center process can be found in the American Telephone and Telegraph Company's Management Progress Study which took place from 1956 through 1960. This was strictly a study and the results were not used for actual promotional decisions within the company. The steps taken in the study almost mirror the steps taken in creating and implementing an assessment center in any organization. Characteristics of successful managers were identified, including dimensions such as managerial functions, interpersonal relations, general abilities, attitude, and values. Candidates were then rated on each of the variables through the use of exercises designed to cover each of the characteristics. An in-basket exercise was used which required the assessee to prioritize and carry out multiple administrative tasks which might be found on a manager's desk. A business game and a group discussion allowed assessors to observe the behaviors associated with group problem solving and communication skills. An interview was used to cover the areas of attitude and values, and several pen and paper tests were administered as well."
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Selection of Clients for Group Therapy, 2006.
A comparison of the selection of clients for group therapy as opposed to the selection of clients for individual therapy.
1,575 words (approx. 6.3 pages), 4 sources, $ 62.95
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Abstract
Unlike therapy and psychological assessments at the individual level, an entirely new level of complications emerges when we deal with those same disciplines at the group level. For the practicing psychologist at the individual level, one needs only to agree to meet with the client and then proceed to do so according to the individual needs and capacity of the client. However, when one considers the group environment, wherein the psychologist collectively works with several patients who are also encouraged to work with one another, client selection in particular can be made all the more difficult. This paper compares the differences for the practicing psychologist in client selection at the individual level vs. the group level. The paper points out that all the the process is more complicated at the group level, there are also benefits to be had in the group session such as more voices and more interaction, which can be especially helpful in socialization cases or for mood improvement.
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Self-Referral Medical Centers, 2005.
This paper discusses the ethicacy of self-referral medical centers, physician-owned medical centers (mostly surgical), to which the owner-physician refer their own patients.
1,845 words (approx. 7.4 pages), 5 sources, MLA, $ 59.95
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Abstract
This paper examines the political debate surrounding the challenge to the integrated healthcare system Intermountain Healthcare (IHC) health plan in Utah, whose vision is to provide the best clinical practice possible at the lowest appropriate cost, referring their patients to be treated at an IHC affiliated facility. The author points out the question regarding self-referral medical centers is that, if they can in turn refer their patients to their own surgical center, will they be more likely to want to do procedures that they would not normally find themselves doing if they had to do them across the street at the hospital? The paper stresses that, regardless of the main objective, healthcare providers should be trying to provide the best clinical practices at the lowest appropriate cost to the patient or their health insurance company.
From the Paper
"A bad example can be found right here in the Las Vegas valley pertaining to the University Medical Center quick care centers. These are urgent care centers that provide minor to moderate medical care and will transfer patients that are in need of emergent healthcare. If you are seen as a patient at one of these urgent care centers for chest pain and need to go to a hospital for further treatment, you will be transported to the UMC hospital down town. The question arises now in the valley as to whether or not your health insurance carrier will pay for your treatment at UMC. If they will not then you will be transferred from UMC to an appropriate hospital for further treatment. Is this a model of the best clinical practice, or a way for UMC to pad their wallets?"
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Global Call Centers, 2008.
This paper looks at the effects of placing business call centers in different locations around the world.
1,224 words (approx. 4.9 pages), 4 sources, APA, $ 41.95
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Abstract
In this article, the writer notes that the development of call centers as part of the customer service network for major companies today is part of the process of globalization. The writer points out that technology makes it possible for a call center to be anywhere in the world and still communicate with the customer to provide answers to questions, assistance with technical problems and all of the benefits of customer service by telephone. The writer discusses that many callers remain unaware that they are talking to someone in a distant part of the world, while others who are more aware will note differences in language and accent and will realize that the call center is not in their local area at all. The writer concludes that the economic disruption is real as call centers in North America are disappearing in favor of cheaper centers in other countries. The writer maintains that though efforts are being made to hide the fact by training workers in these centers, some linguistic elements remain to differentiate these workers from others.
From the Paper
"No matter how well coached these workers may be, though, they often do not sound like Stockton or Dubuque. This may not be a major setback given the fact that many North Americans come from different parts of the world and use many accents. These workers often do not use the right slang terms or do not understand them when they hear them. They may read addresses from a computer screen and mispronounce place names that Americans would not. They tend to be well trained in certain types of business and technology, and many computer firms use such call centers and place them in India because that country also has a technologically educated population segment that can understand what customers want and how to explain technology to them. Such workers often speak better about technical matters than business issues and use the right terminology for the technology involved even when they do not use the right word in normal conversation."
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Community Centers and Social Capital, 2007.
A look at the whether the expense of running community centers can be justified by their benefits to the community.
2,788 words (approx. 11.2 pages), 12 sources, MLA, $ 83.95
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Abstract
This paper discusses how the value of community centers goes beyond building social capital within the community that it serves. It looks at how community centers are paramount to building strong communities all the way up the chain to the national level and how, through bonding, bridging, and linking, community centers help to make this world a web of support.
Outline:
Defining Social Capital
Forms of Social Capital: Bridging, Bonding, Linking
Who do Community Centres Benefit?
Do they Build Social Capital?
What is the Impact of Community Centres on the Larger Perspective?
From the Paper
"The primary difficulty with discussing social capital in any situation is that the definition of social capital has changed over the years. Social capital, in its broadest definition, refers to intangible concepts and ambiguous terms. The term "capital" is typically associated with economics. Taken in this context, one expects to be able to quantify capital in real terms. However, when one considers "social" capital, the term takes on a new meaning. It implies a connection with intangible concepts such as welfare, good will, and humanitarian activities. The term "capital" takes on an entirely different meaning in this context. "
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Call Centers, 2004.
An examination of the trend by large British and multi-national companies to use call centers for their service provision.
6,254 words (approx. 25.0 pages), 12 sources, MLA, $ 146.95
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Abstract
This paper evaluates both the benefits and pitfalls of outsourcing call centers and customer service to offshore locations and explains that it clear that there are opportunities for reducing the level of costs for UK-based organizations. It points out, however, that outsourcing pilot projects and call centers to India is not without risk, especially if an organization is inexperienced in defining key performance indicators (KPI) based on its specific, predefined measures and definition of target performance levels. It further notes that offshore call centers are purely IT-supported, whereas Nationwide Building Society is strengthening its corporate position as the biggest building society in the world through a collection of positive synergies. Nationwide?s competitive advantage rests on the implementation of specialist training programs for management and staff, improved services at its call centers, information-rich Web site, and the development of new products that will cater to emerging needs in the new era.
From the Paper
"The growth of new technology over the last decade has increased the number of contact channels available to customers. While previously customers communicated by telephone, fax or letter, or by visiting a branch, they can now send an e-mail, click on a website, send an SMS, or communicate through their digital iTV. Customers today increasingly demand contact with corporations 24 hours a day, 7 days a week, which prompted numerous big name businesses to establish offshore pilot projects and call centres outside Britain. However, around 50,000 jobs have already been lost as UK firms use cheap labour overseas to cut costs. (Bid to halt call centre job losses)"
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Writing Centers, 2007.
An argument in favor of using university writing centers to improve the writing skills of students.
1,526 words (approx. 6.1 pages), 2 sources, MLA, $ 50.95
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Abstract
This paper discusses the pros and cons of using writing centers that are provided by universities in order to improve the writing skills of students. It addresses the misconceptions that students have about university writing centers, particularly focusing on the writing center at Kennesaw State University. The author argues in favor of university writing centers, based on her personal experience and observations.
From the Paper
"Writing Centers were created to assist students in improving their writing skills, gain the knowledge to increase the quality of students' literary work, and to promote collaboration and communication, not only between tutor and student, but also between peers. Writing Centers can be found at nearly every University and offer students an incredible opportunity to improve their writing. The Writing Center, at KSU, provides an invaluable experience, using peer tutoring to enrich the student's skills as a writer and provides students with a free outlet to improve their writing experience. Whether a student is an English major or a Science major, these Centers are open to all different kinds of students who desire to receive knowledge and the assistance of their peers. Although The Writing Center is free to those who want the aid of the faculty and tutors, there are a several factors that seem to keep students away from receiving the full advantage of this convenience."
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Birth Centers, 2002.
This paper examines birth centers, an alternative place to give birth for women who cannot afford or do not wish to have a hospital birth.
2,412 words (approx. 9.6 pages), 11 sources, MLA, $ 73.95
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Abstract
The paper gives a brief history of these types of centers. The writer then brings sources that illustrate the need for alternative birthing options. The paper looks at the history of the development, licensure, accreditation and reimbursement of birth centers and nurse-midwives, and explores the research that gives evidence of the safety, satisfaction to mothers and the economic savings of birth centers.
From the Paper
"The MCA in New York used their own two decades of experience with home birth and the services of these two centers to develop the Childbearing Center to serve women who sought an alternative to the increasing routine medical intervention given during normal births in hospitals (Birth Center 1, 1998, p. 45). Women seeking care at this center were usually well-educated, middle class women with insurance to cover hospital maternity care, and exhibited the same demographics as the previous generation of women who began the childbirth education and breast feeding movement in the United States. These women wanted to make informed decisions about healthcare and wanted more from the birth experience than women had previously."
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