Human reliability analysis to improved customer service in contact centres

Original language	English
Publication status	Published - 7 Apr 2010
Event	EuROMA 2010 - Porto, Portugal Duration: 7 Apr 2010 → 8 Apr 2010

Conference

Conference	EuROMA 2010
City	Porto, Portugal
Period	7/04/10 → 8/04/10

Keywords

• customer services
• contact centres

Other files and links

• http://www.euroma2010.org/index.php

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Smith, M. K., & Walls, L. A. (2010). Human reliability analysis to improved customer service in contact centres. Paper presented at EuROMA 2010, Porto, Portugal.

Smith, Marisa K. ; Walls, L.A. / Human reliability analysis to improved customer service in contact centres. Paper presented at EuROMA 2010, Porto, Portugal.

@conference{884a4e240f0b426a8380967fc2cc5c0d,

title = "Human reliability analysis to improved customer service in contact centres",

keywords = "customer services, contact centres",

author = "Smith, {Marisa K.} and L.A. Walls",

year = "2010",

month = apr,

day = "7",

language = "English",

note = "EuROMA 2010 ; Conference date: 07-04-2010 Through 08-04-2010",

}

Smith, MK & Walls, LA 2010, 'Human reliability analysis to improved customer service in contact centres', Paper presented at EuROMA 2010, Porto, Portugal, 7/04/10 - 8/04/10.

Human reliability analysis to improved customer service in contact centres. / Smith, Marisa K.; Walls, L.A.
2010. Paper presented at EuROMA 2010, Porto, Portugal.

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - Human reliability analysis to improved customer service in contact centres

AU - Smith, Marisa K.

AU - Walls, L.A.

PY - 2010/4/7

Y1 - 2010/4/7

KW - customer services

KW - contact centres

UR - http://www.euroma2010.org/index.php

M3 - Paper

T2 - EuROMA 2010

Y2 - 7 April 2010 through 8 April 2010

ER -

Smith MK, Walls LA. Human reliability analysis to improved customer service in contact centres. 2010. Paper presented at EuROMA 2010, Porto, Portugal.