The contradictions of CRM - a critical lens on call centres

Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'

This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and work in early telephone exchanges and find the same old story. Our consideration of the ethics of CRM system use and some inhere...

Robust Optimization and Confidence Interval DEA for Efficiency Evaluation with Intervals Case Study: Evaluating CRM Units in a Call Center in Tehran

Customer relationship management in call centers: The uneasy process of re(form)ing the subject through the 'people-by-numbers' approach

Real-time technology has the capability of symbolising both customers and call center representatives (and the moment of interaction), purely by/as numbers, or forms. The pinnacle of this data processing is customer relationship management (CRM), where the digitised data is assembled so as to reproduce a mimetic model of the customer. This could be seen as a metamyth (Adams & Ingersoll, 1990) t...

Comparison of Absorbed Dose in Thyroid and Lens as Organs at Risk Between in vivo Dosimetry and 3-D Treatment Planning Calculation in Head and Neck Radiotherapy by Linac Beam

Introduction: Critical organs and structures may receive significant amounts of irradiation even if they are not the target of radiotherapy or located outside the treatment field. Although the sensitive thyroid gland and lens are not directly the targets of treatment, they can be affected by irradiation during the treatment of tumours in head and neck region. The purpose of thi...

O6: The Development of the EU Talent Support Network-Enrichment, Openness, Cooperation

At the moment, 14 European Talent Centres belong to the recently formed European Talent Support Network, which, in the long run, can bring new dimensions to pan-European cooperation in supporting young talented people all over Europe.  Exchange and adaptation of best practices, spread and application of scientific results, possibilities of mutual visits of young talents, their teachers, me...