Works matching DE "CALL center management"

Results: 60

On Order…Better Call Centers for Citizens.

Published in:

Public Manager, 2011, v. 40, n. 3, p. 35

By:

brick, Wendi Pomerance

Publication type:

Article

Priority queue with customer upgrades.

Published in:

Naval Research Logistics, 2012, v. 59, n. 5, p. 362, doi. 10.1002/nav.21494

By:

He, Qi-Ming;
Xie, Jingui;
Zhao, Xiaobo

Publication type:

Article

Call center arrival modeling: A Bayesian state-space approach.

Published in:

Naval Research Logistics, 2011, v. 58, n. 1, p. 28, doi. 10.1002/nav.20436

By:

Aktekin, Tevfik;
Soyer, Refik

Publication type:

Article

ÇAĞRI MERKEZİ MÜŞTERİ TEMSİLCİSİNİN İMAJININ MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ROLÜ.

Published in:

Gumushane Universty Electronic Journal of the Faculty of Communication / Gümüshane Üniversitesi Iletisim Fakültesi Elektronik Dergisi, 2017, v. 5, n. 1, p. 118, doi. 10.19145/gumuscomm.291783

By:

Kocabaş, İsmail

Publication type:

Article

Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres.

Published in:

British Journal of Industrial Relations, 2011, v. 49, p. s1, doi. 10.1111/j.1467-8543.2010.00816.x

By:

van Jaarsveld, Danielle D.;
Yanadori, Yoshio

Publication type:

Article

Employer Strategies and Wages in New Service Activities: A Comparison of Co-ordinated and Liberal Market Economies.

Published in:

British Journal of Industrial Relations, 2010, v. 48, n. 2, p. 400, doi. 10.1111/j.1467-8543.2010.00789.x

By:

Batt, Rosemary;
Nohara, Hiroatsu;
Kwon, Hyunji

Publication type:

Article

Collective Voice under Decentralized Bargaining: A Comparative Study of Work Reorganization in US and German Call Centres.

Published in:

British Journal of Industrial Relations, 2010, v. 48, n. 2, p. 375, doi. 10.1111/j.1467-8543.2010.00791.x

By:

Doellgast, Virginia

Publication type:

Article

Perceived Organizational Support, Organizational Commitment and Service-Oriented Organizational Citizenship Behaviors.

Published in:

International Journal of Business & Information, 2014, v. 9, n. 1, p. 61

By:

Chao-Chan Wu;
Na-Ting Liu

Publication type:

Article

THE INDIAN CALL CENTER EXPERIENCE.

Published in:

Journal of Business Communication, 2008, v. 45, n. 1, p. 31, doi. 10.1177/0021943607309348

By:

Pal, Mahuya;
Buzzanell, Patrice M.

Publication type:

Article

To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers.

Published in:

Journal of the American Statistical Association, 2018, v. 113, n. 524, p. 1503, doi. 10.1080/01621459.2018.1423985

By:

Li, Gen;
Huang, Jianhua Z.;
Shen, Haipeng

Publication type:

Article

Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data.

Published in:

Journal of the American Statistical Association, 2007, v. 102, n. 480, p. 1185, doi. 10.1198/016214506000001455

By:

Weinberg, Jonathan;
Brown, Lawrence D.;
Stroud, Jonathan R.

Publication type:

Article

Applying (im)politeness and facework research to professional settings: An introduction.

Published in:

Journal of Politeness Research: Language, Behavior, Culture, 2018, v. 14, n. 2, p. 167, doi. 10.1515/pr-2018-0015

By:

Archer, Dawn;
Jagodziński, Piotr

Publication type:

Article

Organizational and regional influences on the adoption of high-involvement human resource systems in China: evidence from service establishments.

Published in:

International Journal of Human Resource Management, 2016, v. 27, n. 18, p. 2058, doi. 10.1080/09585192.2016.1164220

By:

Ouyang, Can;
Liu, Xiangmin (Helen);
Zhang, Zhengtang

Publication type:

Article

Cornered by conning: agents' experiences of closure of a call centre in India.

Published in:

International Journal of Human Resource Management, 2012, v. 23, n. 5, p. 1019, doi. 10.1080/09585192.2012.651336

By:

D'Cruz, Premilla;
Noronha, Ernesto

Publication type:

Article

MODELLING FOR EVALUATIONS OF CALL CENTER FOR PUBLIC TRAFFIC AND TRANSPORT SYSTEMS.

Published in:: Technological & Economic Development of Economy, 2011, v. 17, n. 1, p. 116, doi. 10.3846/13928619.2011.554023
Publication type:: Article

A Call for Change in the Call Center.

Published in:

Journal of Organizational & End User Computing, 2008, v. 20, n. 1, p. 64, doi. 10.4018/joeuc.2008010105

By:

Richards, Debbie

Publication type:

Article

A LIGHT-TRAFFIC APPROXIMATION FOR SINGLE-CLASS DEPARTURE PROCESS FROM MULTI-CLASS QUEUES.

Published in:

Management Science, 1988, v. 34, n. 11, p. 1333, doi. 10.1287/mnsc.34.11.1333

By:

Whitt, Ward

Publication type:

Article

APPROXIMATING THE EQUILIBRIUM BEHAVIOR OF MULTI-SERVER LOSS SYSTEMS.

Published in:

Management Science, 1985, v. 31, n. 2, p. 235, doi. 10.1287/mnsc.31.2.235

By:

Jarvis, J.P.

Publication type:

Article

Hope to Despair: The Experience of Organizing Indian Call Centre Employees.

Published in:

Indian Journal of Industrial Relations, 2013, v. 48, n. 3, p. 471

By:

D'Cruz, Premilla;
Noronha, Ernesto

Publication type:

Article

A study on call/contact centers' inbound and outbound management process.

Published in:

South Asian Journal of Management Sciences, 2016, v. 10, n. 2, p. 1, doi. 10.21621/sajms2016102.01

By:

Reynoso, Luis Felipe Llanos

Publication type:

Article

Multiobjective evolutionary feature selection and fuzzy classification of contact centre data.

Published in:

Expert Systems, 2019, v. 36, n. 3, p. N.PAG, doi. 10.1111/exsy.12375

By:

Brunello, Andrea;
Jiménez, Fernando;
Marzano, Enrico;
Montanari, Angelo;
Sánchez, Gracia;
Sciavicco, Guido

Publication type:

Article

Optimal Configuration of a Service Delivery Network: An Application to a Financial Services Provider Meester, Mehrotra, Natarajan, and Seifert Optimal Configuration of a Service Delivery Network.

Published in:

Production & Operations Management, 2010, v. 19, n. 6, p. 725, doi. 10.1111/j.1937-5956.2010.01154.x

By:

Meester, Geoffrey A.;
Mehrotra, Anuj;
Natarajan, Harihara Prasad;
Seifert, Michael J.

Publication type:

Article

Computational Models of Miscommunication Phenomena.

Published in:

Topics in Cognitive Science, 2018, v. 10, n. 2, p. 425, doi. 10.1111/tops.12324

By:

Purver, Matthew;
Hough, Julian;
Howes, Christine

Publication type:

Article

Learning and Acting on Customer Information: A Simulation-Based Demonstration on Service Allocations with Offshore Centers.

Published in:

Journal of Marketing Research (JMR), 2011, v. 48, n. 1, p. 72, doi. 10.1509/jmkr.48.1.72

By:

Sun, Baohong;
Li, Shibo

Publication type:

Article

FOR AGL RESOURCES, BPO IS 'A LOT HARDER THAN IT SOUNDS'

Published in:: Financial Executive, 2007, v. 23, n. 5, p. 42
Publication type:: Article

Call centres: A decade of research.

Published in:

International Journal of Management Reviews, 2008, v. 10, n. 3, p. 195, doi. 10.1111/j.1468-2370.2008.00241.x

By:

Russell, Bob

Publication type:

Article

Customer service call centers: managing rapid personnel changes.

Published in:

Human Systems Management, 2001, v. 20, n. 2, p. 123, doi. 10.3233/hsm-2001-20205

By:

Smith, William L.

Publication type:

Article

Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach.

Published in:: Management Science, 2010, v. 56, n. 7, p. 1093, doi. 10.1287/mnsc.1100.1173
Publication type:: Article

Management Insights.

Published in:: Management Science, 2008, v. 54, n. 2, p. iv, doi. 10.1287/mnsc.1080.0857
Publication type:: Article

Analysis of the Impact of Team-Based Organizations in Call Center Management.

Published in:

Management Science, 2008, v. 54, n. 2, p. 400, doi. 10.1287/mnsc.1070.0822

By:

Jouini, Oualid;
Dallery, Yves;
Nait-Abdallah, Rabie

Publication type:

Article

The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation.

Published in:

Management Science, 2008, v. 54, n. 2, p. 384, doi. 10.1287/mnsc.1070.0818

By:

Murthy, Nagesh N.;
Challagalla, Goutam N.;
Vincent, Leslie H.;
Shervani, Tasadduq A.

Publication type:

Article

Call Center Outsourcing: Coordinating Staffing Level and Service Quality.

Published in:

Management Science, 2008, v. 54, n. 2, p. 369, doi. 10.1287/mnsc.1070.0820

By:

Ren, Z. Justin;
Yong-Pin Zhou

Publication type:

Article

Call Center Outsourcing Contract Analysis and Choice.

Published in:

Management Science, 2008, v. 54, n. 2, p. 354, doi. 10.1287/mnsc.1070.0823

By:

Akşin, O. Zeynep;
de Véricourt, Francis;
Karaesmen, Fikri

Publication type:

Article

An Exact and Efficient Algorithm for the Constrained Dynamic Operator Staffing Problem for Call Centers.

Published in:

Management Science, 2008, v. 54, n. 2, p. 339, doi. 10.1287/mnsc.1070.0819

By:

Bhandari, Atul;
Scheller-Wolf, Alan;
Harchol-Balter, Mor

Publication type:

Article

Staffing of Time-Varying Queues to Achieve Time-Stable Performance.

Published in:

Management Science, 2008, v. 54, n. 2, p. 324, doi. 10.1287/mnsc.1070.0821

By:

Feldman, Zohar;
Mandelbaum, Avishai;
Massey, William A.;
Whitt, Ward

Publication type:

Article

Staffing Multiskill Call Centers via Linear Programming and Simulation.

Published in:

Management Science, 2008, v. 54, n. 2, p. 310, doi. 10.1287/mnsc.1070.0824

By:

Cezik, Mehmet Tolga;
L'Ecuyer, Pierre

Publication type:

Article

Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods.

Published in:

Management Science, 2008, v. 54, n. 2, p. 295, doi. 10.1287/mnsc.1070.0774

By:

Atlason, Júlíus;
Epelman, Marina A.;
Henderson, Shane G.

Publication type:

Article

Service-Level Differentiation in Call Centers with Fully Flexible Servers.

Published in:

Management Science, 2008, v. 54, n. 2, p. 279, doi. 10.1287/mnsc.1070.0825

By:

Gurvich, Itay;
Armony, Mor;
Mandelbaum, Avishai

Publication type:

Article

A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center.

Published in:

Management Science, 2008, v. 54, n. 2, p. 253, doi. 10.1287/mnsc.1070.0786

By:

Taylor, James W.

Publication type:

Article

Service-Level Agreements in Call Centers: Perils and Prescriptions.

Published in:

Management Science, 2008, v. 54, n. 2, p. 238, doi. 10.1287/mnsc.1070.0777

By:

Milner, Joseph M.;
Olsen, Tava Lennon

Publication type:

Article

Introduction to the Special Issue on Call Center Management.

Published in:

Management Science, 2008, v. 54, n. 2, p. 237, doi. 10.1287/mnsc.1080.0855

By:

Koole, Ger

Publication type:

Article

Call-Center Labor Cross-Training: It's a Small World After All.

Published in:

Management Science, 2007, v. 53, n. 7, p. 1102, doi. 10.1287/mnsc.1060.0621

By:

Iravani, Seyed M. R.;
Kolfal, Bora;
Van Oyen, Mark P.

Publication type:

Article

Collective Bargaining and High-Involvement Management in Comparative Perspective: Evidence from U.S. and German Call Centers.

Published in:

Industrial Relations, 2008, v. 47, n. 2, p. 284, doi. 10.1111/j.1468-232X.2008.00521.x

By:

DOELLGAST, VIRGINIA

Publication type:

Article

Personalized queues: the customer view, via a fluid model of serving least-patient first.

Published in:

Queueing Systems, 2017, v. 87, n. 1/2, p. 23, doi. 10.1007/s11134-017-9537-y

By:

Mandelbaum, Avishai;
Momčilović, Petar

Publication type:

Article

Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers.

Published in:

Manufacturing & Service Operations Management (M&SOM), 2014, v. 16, n. 2, p. 220, doi. 10.1287/msom.2013.0463

By:

Dongyuan Zhan;
Ward, Amy R.

Publication type:

Article

Designing a Call Center with Impatient Customers.

Published in:

Manufacturing & Service Operations Management (M&SOM), 2002, v. 4, n. 3, p. 208, doi. 10.1287/msom.4.3.208.7753

By:

Garnett, O.;
Mandelbaum, A.;
Reiman, M.

Publication type:

Article

Stealing Time: The Temporal Regulation of Labor in Neoliberal and Post-Fordist Work Regime.

Published in:

Democratic Communiqué, 2007, v. 21, n. 2, p. 40

By:

Stevens, Andrew;
Lavin, David O.

Publication type:

Article

Human Resource Management and the Permeable Organization: The Case of the Multi-Client Call Centre.

Published in:

Journal of Management Studies (Wiley-Blackwell), 2004, v. 41, n. 7, p. 1199, doi. 10.1111/j.1467-6486.2004.00472.x

By:

Rubery, Jill;
Carroll, Marilyn;
Cooke, Fang Lee;
Grugulis, Irena;
Earnshaw, Jill

Publication type:

Article

'WE RECRUIT ATTITUDE': THE SELECTION AND SHAPING OF ROUTINE CALL CENTRE LABOUR.

Published in:

Journal of Management Studies (Wiley-Blackwell), 2002, v. 39, n. 2, p. 233, doi. 10.1111/1467-6486.00290

By:

Callaghan, George;
Thompson, Paul

Publication type:

Article

A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS.

Published in:: Probability in the Engineering & Informational Sciences, 2009, v. 23, n. 2, p. 231, doi. 10.1017/S0269964809000151
Publication type:: Article