A grounded theory of technical support in contact centers

Added Title

Possible selves of new language teachers

Date of Publication

2018

Document Type

Dissertation

Degree Name

Doctor in Information Technology

Subject Categories

Databases and Information Systems

College

College of Computer Studies

Department/Unit

Information Technology

Thesis Adviser

Raymund C. Sison

Abstract/Summary

The contact center industry is a vast and rapidly expanding information technology-enabled services industry, where technical support representatives play an important role in customer facing operations, and therefore, it is relevant to understand the concerns of the representatives. Using the classic grounded theory method, it was discovered that the concern of technical support representatives in contact centers is providing quality service to angry customers, and to continually resolve this main concern, they follow a basic social process called techcalmsolving. The process involves using technology to calm angry customers and provide quality service in solving their problems. As a substantive grounded theory of inbound customer service, techcalmsolving, with its struggling, coping, and enjoying activities and strategies, has several theoretical and practical implications, including its applicability to distressed employees of organizations, and its potential utility for evaluating technical support effectiveness in contact centers.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG007686

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc; 4 3/4 in.

Keywords

Call centers; Customer services; Customer relations--Management

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