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呼叫中心是最常见的手段，组织可以接触到他们的客户，这说明他们的快速增长。许多项目都集中在呼叫中心，以解释他们的管理和性能，从不同的角度。在这个项目中，我试图找出两个主要的观点，并探讨在呼叫中心的性能管理系统的有效利用，以提高性能的呼叫代理。该项目是一个坐在西伦敦阿克顿公司为基础进行的，当我作为一个联络中心第一线经理和客户服务团队的领导者。该项目涉及三十个呼叫代理和IT员工三个半结构化面试。数据分析的基础上的管理技术和性能的呼叫中心代理每天。目前的信息系统是标准的，最新的，也可以发现在任何呼叫中心和工作条件是在大多数文献中发现的共同问题。因此，这个项目的亮点是这样的事实，仍然有人与信息系统的相互作用的需要。我们一直专注于这个问题，呼叫中心的人方面被忽略，因此组织生产烧坏的员工，在长期内可能有不同的组织影响，尽管实施最新的和功能的信息系统。

ABSTRACT: 摘要
Call centers are most common mean by which the Organizations can reach out to their customers and this explains their rapid growth. Many projects have been focused on call centers in order to explain their management and performance from different perspective. In this project, I have attempted to identify the two main perspectives and to explore the effective use of performance management systems found in a call centre to improve the performance of a call agents. This project was conducted in a sit-up ltd based in west Acton London, while I was working as a contact centre 1st line manager and as a customer services Team leader,. The project involved semi-structured interviews with thirty call agents and three IT employees. The analysis of the data was based on the management techniques and performance of a call centre agents on daily basis . Information systems present were standard and up to date which could also be found in any call centre and the working condition is a common issue found in most literature. Hence the highlight of this project is on the fact that there is still the need for human interaction with information systems. We have focused on that issue that The people aspect of the call centre is been ignored, hence organizations are producing burnt out employees which in long terms could have a diverse effect on the organization despite the implementation of up to date and functional information systems.

ACKNOWLEDGEMENT Firstly, I want to express my profound gratitude to the one and only Almighty God Who in His infinite mercies blessed me with this opportunity of undergoing learning at work partnership programme , M.A Computer and Business studies. Thank you all for your guidance throughout the academic year. Words are not enough to express my feelings . I want to specially thank and dedicate this project to my parents.. I want to thank Dr. Howard cowte, who taught me to believe in myself and in my work because he never let me off with a poor argument. Thank you again. Finally, I want to thank all my friends for their words of encouragement, support and friendship. Specially when I was going through hard times with my health.

The CALL CENTRES. INTRODUCTION:简介
dynaTrace is the innovator and emerging leader in application performance management (APM). The company offers the only continuous APM system on the market - one that can monitor all transactions at all times and one that is used by all key contributors to application performance - architects, development, test and production. Industry leaders such as UBS, Salesforce.com, Renault, EnerNOC, Fidelity, and Thomson Reuters use dynaTrace's patent pending technology to gain deep visibility into application performance, identify problems sooner and reduce the mean time to repair issues by 90%. Leading companies rely on dynaTrace to proactively prevent performance problems from happening and quickly resolve those that do occur - saving time, money and resources.

Call centers are part of out daily life today as ATMs, self-se