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ENHANCING EFFICIENCY OF BALTIC RETAIL CONTACT CENTERS
European Integration Studies ( IF 0.5 ) Pub Date : 2018-12-10 , DOI: 10.5755/j01.eis.0.12.21874
Iveta Linina , Velga Vevere , Rosita Zvirgzdina

Private consumption is one of the main cornerstones of economic growth in any country. Retail sales also play an important role in today's society and in the national economy as it introduces and develops new technologies in customer service, provides jobs and increases the welfare of society. Adapting to customer needs and requirements gives the company, on the one hand, the opportunity for further development and increase of competitiveness, but, on the other hand, it necessitates organizing customer service and improving the use of existing resources for the management of the customer service process. In order to identify the factors for effective management of communication with customers, the authors aim to study the factors characterizing and influencing the effectiveness of retail contact centers. To accomplish that, the authors of the article with a monographic or descriptive method investigate the theoretical basis of efficiency management, analyze the trends of the retail sector in Latvia and investigate the application of the principles of Queueing theory to ensure the efficiency of customer service of Latvian retail companies. This research will give companies an insight into the theoretical and real factors of the queueing theory. In the end of the study, the authors conclude that by exploring the factors of the queueing theory, the company can manage this process and maybe it is one of the tools for competitiveness. DOI: http://dx.doi.org/10.5755/j01.eis.0.12.21874

中文翻译:

提升波罗的海零售联络中心的效率

私人消费是任何国家经济增长的主要基石之一。零售业在当今社会和国民经济中也起着重要作用,因为它引入并开发了新的客户服务技术,提供了就业机会并增加了社会福利。适应客户的需求和要求,一方面为公司提供了进一步发展和提高竞争力的机会,但另一方面,它需要组织客户服务并改善对客户管理的现有资源的利用服务流程。为了确定有效管理与客户沟通的因素,作者旨在研究表征和影响零售联络中心效率的因素。为此,本文的作者采用专论或描述性方法研究了效率管理的理论基础,分析了拉脱维亚零售业的趋势,并研究了排队论原理的应用,以确保拉脱维亚零售公司的客户服务效率。这项研究将使公司深入了解排队理论的理论和实际因素。在研究的最后,作者得出结论,通过探索排队理论的因素,公司可以管理此过程,这也许是提高竞争力的工具之一。DOI:http://dx.doi.org/10.5755/j01.eis.0.12.21874 分析拉脱维亚零售业的趋势,并研究排队论原理的应用,以确保拉脱维亚零售公司的客户服务效率。这项研究将使公司深入了解排队理论的理论和实际因素。在研究的最后,作者得出结论,通过探索排队理论的因素,公司可以管理此过程,这也许是提高竞争力的工具之一。DOI:http://dx.doi.org/10.5755/j01.eis.0.12.21874 分析拉脱维亚零售业的趋势,并研究排队论原理的应用,以确保拉脱维亚零售公司的客户服务效率。这项研究将使公司深入了解排队理论的理论和实际因素。在研究的最后,作者得出结论,通过探索排队理论的因素,公司可以管理此过程,这也许是提高竞争力的工具之一。DOI:http://dx.doi.org/10.5755/j01.eis.0.12.21874 公司可以管理此过程,也许这是提高竞争力的工具之一。DOI:http://dx.doi.org/10.5755/j01.eis.0.12.21874 公司可以管理此过程,也许这是提高竞争力的工具之一。DOI:http://dx.doi.org/10.5755/j01.eis.0.12.21874
更新日期:2018-12-10
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