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Call Center Operator’s Dystonia [PDF]
Journal of Movement Disorders, 2019 Dokyung Lee, Jung A Kim
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Call Rating based on Objective Data Extraction [PDF]
Telfor Journal, 2023 Interaction channels are special opportunities to improve customer satisfaction by offering a consistent problem-solving experience. Contact center employees are the link between the company and the customer.
E. Avdagić-Golub +4 more
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Call Center ist nicht gleich Call Center [PDF]
Arbeit, 2005 Arbeit
Baumgartner, Marc, Udris, Ivars
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Scientific Journal of Astana IT University, 2023 This paper focuses on call centers, which have become a common means of communication with potential customers in various companies. Specifically, this paper analyzes call center data and the importance of assessing key indicators for evaluating call ...
Beibut Amirgaliyev +3 more
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A study on call/contact centers' inbound and outbound management process in Mexico [PDF]
South Asian Journal of Management Sciences, 2016 One challenge related to contact center management involves determining which process best serves customers, inbound or outbound. Such decisions impact the number of service agents available for operations, affecting costs.
Luis Felipe Llanos Reynoso
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Gender and experiences of retaliation [PDF]
Tourism & Management Studies, 2018 Given the idiosyncrasies of call center work, its impact on the lives of employees and their possible reactions, we analyzed what forms of retaliation can occur in such an environment by considering gender.
Kely César Martins de Paiva +5 more
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Dimensioning Large Call Centers [PDF]
Operations Research, 2004 We develop a framework for asymptotic optimization of a queueing system. The motivation is the staffing problem of large call centers, which we have modeled as M/M/N queues with N, the number of agents, being large. Within our framework, we determine the asymptotically optimal staffing level N* that trades off agents' costs with service quality: the ...
Borst, S.C. +2 more
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Describing the Development of the Assessment of Biological Reasoning (ABR)
Education Sciences, 2021 Assessments of scientific reasoning that capture the intertwining aspects of conceptual, procedural and epistemic knowledge are often associated with intensive qualitative analyses of student responses to open-ended questions, work products, interviews ...
Jennifer Schellinger +5 more
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Call Forecasting for Inbound Call Center
Undergraduate Journal of Mathematical Modeling: One + Two, 2009 In a scenario of inbound call center customer service, the ability to forecast calls is a key element and advantage. By forecasting the correct number of calls a company can predict staffing needs, meet service level requirements, improve customer ...
Peter Vinje
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Call-Routing Schemes for Call-Center Outsourcing [PDF]
Manufacturing & Service Operations Management, 2007 Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low value, serving the former with their in-house operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the time each type of customer waits on hold.
Gans, Noah, Zhou, Yong-Pin
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