CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

24. Irish, C. Web-enabled call centre, BT Technology Journal, 18 (2), 2000, 65–71.
Abstract. Call centres using computer telephony integration are now the primary channel for
customer contact for many organisations. The roll-out of Internet access to an ever-increasing
proportion of the population is providing the opportunity to use new channels, such as the World
Wide Web, e-mail and others, to enhance the customer relationship. This paper explores the evolution
from telephony to Web-enabled call centre and the optimisation of self and assisted service.
25. Mitchell, K., K. Sohraby, A. Van de Liefvoort and J. Place. Approximation models of wireless
cellular networks using moment matching. Proceedings IEEE INFOCOM 2000. Conference on
Computer Communications. Nineteenth Annual Joint Conference of the IEEE Computer and
Communications Societies. IEEE, Piscataway, NJ, USA, 2000, 189–197.
Abstract. In this paper we present an analytical model for microcellular and picocellular
wireless networks for any arbitrary topology in a high-mobility environment. We introduce an
approximation technique which uses a single-cell decomposition analysis which incorporates moment
matching of hand-off processes into the cell. The approximation technique is novel in that
it can provide close approximations for non-Poisson arrival traffic and it is easily parallelized.
Performance measures such as new calls blocked and hand-off calls lost are presented for any
general call arrival distribution in a non-homogeneous traffic environment. We produce some
numerical examples for some simple topologies with varying mobility for several call arrival distributions
and compare our results to those from simulation studies.
Keywords: Approximation models, Moment matching, Microcellular wireless networks, Picocellular
wireless networks, Arbitrary topology, High-mobility environment, Single-cell decomposition
analysis, Hand-off processes, Non-Poisson arrival traffic, Performance, Call blocking, Call
arrival distribution, Non-homogeneous traffic
26. Schmidt, H.W. and L.M. Wegner. Shared XML documents in service centers of the future.
Proceedings of the First International Conference on Web Information Systems Engineering
(Workshops). IEEE Comput. Soc, Los Alamitos, CA, USA, 2000, 105–112.
Abstract. Call centers are at the core of today’s customer relations management. Increasingly,
they are also utilized internally as competence and knowledge centers. Turning them into service
centers of the future (SCotF) requires parallel communication over several channels, including
Internet services, in a distributed synchronous fashion. In this paper, we show that the emerging
XML standards provide a good basis for this type of interaction. In turning e-service into a
groupware application, we propose to apply a spatial awareness model to assist in the collaboration.
We demonstrate that it can be integrated into the XML/XSL-framework. The results are
compared with a previous solution, which applied proprietary tools. Questions of fidelity and a
critique of the existing standards and tools complement the practical results.
Keywords: Shared XML documents, Service centers, Call centers, Customer relations management,
Internal utilization, Competence centers, Knowledge centers, Parallel communication,
Communication channels, Internet services, Distributed synchronous communication, XML standards,
Electronic service, Groupware application, Spatial awareness model, Collaboration, XSL,
Fidelity, Future
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