The mediating effects of first call resolution on call centers’ performance

This article aims to examine and validate the prepositions of the mediating impacts of first call resolution (FCR) on caller satisfaction within the contact center industry.A survey of 168 call center managers was analyzed through structural equation modeling, constituting an overall 43.3 per cent response rate for this study.The results show that FCR positively mediates the relationship between knowledge management, technology-based CRM and caller satisfaction within the inbound customer contact centers.We have empirically assessed call centers/contact centers’ success through caller satisfaction (an observed variable through their 2009 customer survey in Malaysia).Consequently, this study cannot generalize its findings in all other countries.Our strong argument is that within the operational variables, FCR is statistically significant and positively mediates knowledge management applications. But very important to note is that the customer contact centers are first touch points to a company's goods or services, and that many other factors such as product quality, company policy, target markets, decision-making processes and so on are also determinants of caller satisfaction, but fall outside the operational control of contact center activities.This research has empirically established that a company's capability in effectively acquiring a valid understanding of its current and potential customers’ information through CRM technologies will positively impact its acquisitions, customization, management and retention of customers.It also avails both the academic and contact center management the benefits that are inherent in measuring the impact of knowledge management and technology-based CRM on inbound FCR and caller satisfaction.This study finally recommends alternative areas for future research

Fabrication and characterization of micro-porous ceramic membrane based on kaolin and alumina

Kaolin and α-alumina powders are used to synthesise microporous ceramics using starch as an organic pore-former, and phosphoric acid as an inorganic binder. This work has been carried out to further develop microporous ceramic materials based on alumina-kaolin for filtration purposes. The membranes are characterized using SEM, XRD, permeability, porosity, density, average pore size, chemical stability, shrinkage, and solvent permeation. The ceramics sintered at 1200°C, after being compacted at 14.7 MPa, exhibit porosity of about 32.2±3%. These ceramics show reasonably good permeability as well as mechanical strength. The average pore sizes of these supports found to be approximately between 0.5–1.5 µm and are hydrophilic in nature

Fabrication and characterization of micro-porous ceramic membrane based on kaolin and alumina

367-373Kaolin and α-alumina powders are used to synthesise microporous ceramics using starch as an organic pore-former, and phosphoric acid as an inorganic binder. This work has been carried out to further develop microporous ceramic materials based on alumina-kaolin for filtration purposes. The membranes are characterized using SEM, XRD, permeability, porosity, density, average pore size, chemical stability, shrinkage, and solvent permeation. The ceramics sintered at 1200°C, after being compacted at 14.7 MPa, exhibit porosity of about 32.2±3%. These ceramics show reasonably good permeability as well as mechanical strength. The average pore sizes of these supports found to be approximately between 0.5–1.5 µm and are hydrophilic in nature

Carboxylic acids separation using hollow fiber supported liquid membrane

20-31The experimental and modeling studies for extraction of different carboxylic acids using hollow fiber supported liquid membrane operated in a recycle mode has been described here. Characterization of membrane has been carried out to find the pore size. Tri-n-butyl phosphate (TBP), tri-n-octylamine (TOA) and tri-n-octylphosphine oxide (TOPO) are used as extractants for extraction studies. A generalized methodology for the extraction of carboxylic acids has been proposed. The extraction equilibrium studies for carboxylic acids are carried out to find the distribution coefficient (kd) and the equilibrium constant (Kex). A mathematical model has been developed by considering the mass transfer as well as the complexation and de-complexation reactions. The equilibrium results show that the extractants plays an important role in extraction of carboxylic acids, and thus influence the extraction of carboxylic acids. Almost 99% extraction of carboxylic acids has been achieved using 1% TOPO as an extractant. Effect on transport of carboxylic acids under various conditions, including acid concentrations, extractant concentrations, feed/strip flow rate, feed volume, scale up etc. has been investigated. Scale-up experiment show that flux obtained at both scales is the same and hence the rate of extraction is significantly faster in a module with high surface area

ORIENTAL JOURNAL OF CHEMISTRY Enantioselective Diels-Alder Reactions of Carboxylic Ester Dienophiles Catalysed by Titanium-Based Chiral Lewis Acid

ABSTRACT A new titanium-based chiral Lewis acid 1 has been developed using (1R,2R)-1,2-bis-(2-methoxyphenyl)-ethane-1,2-diol as a chiral vicinal diol ligand. This chiral catalyst was found to exhibit uniformly high enantioselectivity towards carboxylic ester dienophiles in Diels-Alder reactions. The chiral vicinal ligand (1R,2R)-1,2-bis-(2-methoxyphenyl)-ethane-1,2-diol is inexpensive and is easily accessible

Kinetics of absorption of carbon monoxide in aqueous solutions of sodium hydroxide and aqueous calcium hydroxide slurries

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Kinetics of absorption of oxygen in aqueous alkaline solutions of polyhydroxybenzenes

This article does not have an abstract

A novel hierarchically hybrid structure of MXene and bi‐ligand ZIF‐67 based trifunctional electrocatalyst for zinc‐air battery and water splitting

Abstract The development of cost‐effective and durable electrocatalysts possesses a broad spectrum of applications in sustainable energy systems. Herein, a hierarchical composite of Co‐based bi‐ligand zeolite imidazole framework (ZIF‐67) with highly conducting 2D MXene as highly efficient noble metal free electrocatalyst for electrochemical oxygen reduction reaction (ORR), complete water splitting, along with zinc‐air battery (ZAB) has been studied. ZIF‐67 is reported as an efficient electrocatalyst due to its porous structures, high surface area and atomically dispersed active metal centres while low conductivity and structural instability have been addressed by pyrolysis. In this work, structural disintegration due to temperature effect has been handled by using bi‐ligand linkers in ZIF (b‐ZIF‐67) which controls its sharp morphology and uniform mesoporous structure. This b‐ZIF‐67 has been supported on highly conducting 2D MXene material which exposes ample accessible active sites to accelerate the electroactivity of the synthesized catalyst. The resultant b‐CZIF‐67/MXene catalyst exhibits superior onset of 0.91 and 0.93 V in acidic and alkaline medium respectively for ORR. At the current density of 10 mA/cm2 catalyst shows a very low overpotential of 0.170 mV and 1.47 V for HER and OER, respectively. The excellent specific charge storage of 550.6 mAh/g was displayed by the homemade ZAB pouch