Exploring critical issues of technical support in contact centers of the Philippines: Toward a grounded theory

• Main Authors: Apag, Meldie A., Sison, Raymund C.
• Format: text
• Published: Animo Repository 2017
• Subjects: Contracting out > Philippines > Mindanao Island; Call centers > Philippines > Mindanao Island; Grounded theory; Computer Sciences
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/4012
• Institution: De La Salle University

The contact center industry in the Philippines, named by Deloitte as one of the two top contact center destinations in Asia, has been expanding rapidly in terms of technology, workforce size, and economic scope. This study aims to explore, using the Glaserian grounded theory method (GTM), the main c...