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Queueing model for call blending in call centers
IEEE Transactions on Automatic Control, 2003Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold.
Sandjai Bhulai, Ger Koole
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A Call for Change in the Call Center
Journal of Organizational and End User Computing, 2008Knowledge management is concerned with assisting the decision and problem solving process. In domains such as the call center, effective trouble shooting requires the (re)use of knowledge about problem classes, the range of solutions and the link between certain problems and solutions. Despite the existence of many knowledge management tools, knowledge
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A Redesign Framework for Call Centers
2006An important shortcoming in the Business Process Redesign (BPR) literature is the lack of concrete guidance on how to improve an existing business process. Our earlier work has aimed at filling this gap by identifying a set of BPR best practices. This paper takes a further step by showing how a set of best practices can be used to derive a redesign ...
Jansen-Vullers, M.H. +3 more
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The modernization of a call center
Proceedings of the 28th annual ACM SIGUCCS conference on User services: Building the future, 2000The evolution of any technical support center can go through various phases. Due to increasing client demands, diversity of services and requests, and ever changing technologies that are being supported, IT departmental and procedural changes can be anticipated.
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Call-type dependence in multiskill call centers
SIMULATION, 2013The effect on multiskill call-center performance of pooling dependent call types is investigated. For this purpose, a copula-based modeling approach is used to provide multivariate models that take into account the call types’ asymmetric dependence structures found in empirical data.
Amel Jaoua +2 more
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Intelligent Call Routing for Telecommunications Call-Centers
2020At telecommunications companies, call-centers have the highest interaction with customers, and the operators’ performance is vital because an excellent service satisfies the customer and helps a better operation. Therefore, attempts are made to use customer data, call operator data, and historical service data to improve support.
Sérgio Jorge +2 more
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Implementation of a pharmacy call center
American Journal of Health-System Pharmacy, 2011The Department of Veterans Affairs (VA) is dedicated to providing high-quality, comprehensive health care to veterans in an environment that promotes trust, respect, commitment, compassion, and excellence.
Viktoria, Kharlamb +7 more
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The Call-center. Development of algorithm routings of calls
2012 IEEE 11th International Conference on Actual Problems of Electronics Instrument Engineering (APEIE), 2012Process of routing of calls is considered. On the basis of the data of system of monitoring and management of the Call-center calculation of an average timeout of the answer of the operator is executed. The generalized algorithm of routing of calls is developed.
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Making Room for the Call Center
Information Systems Management, 2002Abstract A call center can dramatically improve an organization's ability to serve its customers. in this article, three important questions are addressed for senior managers and executives who are establishing or expanding a call-center operation. First, as employees focus on responding to customer inquiries, will their skills become narrower and ...
Marco Adria, Shamsud D. Chowdhury
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