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XI Books and Reports 1. Gable, Robert A. Inbound Call Centers: Design, Implementation, and Management. Boston: Artech House, 1992. ISBN 089006640X Subjects: Telephone stations, Management, Telephone switching systems, Electronic 2. Anton, Jon. Inbound Customer Call-Center Design: Management Information Systems. 3rd ed. Houston: Dame Publications, 1994. ISBN: 0873933621 Subjects: Customer services, CICS (Computer system) 3. Gable, Robert A. Toll-free Services: A Complete Guide to Design, Implementation, and Management. Boston, MA: Artech House, 1995. ISBN: 0890067872 Subjects Toll-free telephone calls – United States 4. Sisk, Kathy. Successful Telemarketing: The Complete Handbook on Managing a Profitable Telemarketing Call Center. New York: McGraw-Hill, 1995. ISBN 0070577048 Subjects: Telemarketing, Management, Handbooks, Manuals 5. Walters, Rob. Computer-Mediated Communications: Multimedia Applications. Boston, MA: Artech House, 1995. Series: The Artech House telecommunications library ISBN: 0890067570 Subjects: Multimedia systems, Computer conferencing 6. Szlam, Aleksander and Ken Thatcher. Predictive Dialing Fundamentals, 2nd edition. Lawrence: C M P Books, 1996 ISBN: 0936648805 7. Anton, Jon. Call Center Management by the Numbers. West Lafayette, IN: Ichor Business Books, 1997. Series: Customer access management ISBN: 1557531129 Subjects: Consumer satisfaction, Customer services – Evaluation, Customer services – Management 8. Belasco, Kent S. Financial Institution Staffing: Analyzing and Modeling Staff Levels in a Competitive and Consolidating Industry. New York, NY: McGraw-Hill, 1997. 209
ISBN: 0786311061 Subjects: Banks and banking – United States – Personnel management, Bank employees – United States, Bank employees – Effect of technological innovations on United States, Financial institutions – United States – Employees 9. Cleveland, Brad. Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment. Annapolis: Call Center Press, January 1997. ISBN: 0965909301 Subjects: Telephone stations 10. Walters, Rob et al. CTI in Action. Chichester; New York, NY: John Wiley, 1997. ISBN: 0471968242 Subjects: Telephone systems, Data processing, Computer networks 11. Anton, Howard. Inbound Customer Call Center Design. West Lafayette, IN: Purdue University Press, 1998. ISBN: 1557531307 12. Bodin, Madeline. Maximizing Call Center Performance: 136 Innovative Ideas for Increasing Productivity & Customer Satisfaction. Lawrence: C M P Books, December 1998. ISBN: 1578200261 Subjects: Consumer satisfaction, Customer services 13. Coscia, Stephen. Tele-Stress: Relief for Call Center Stress. Lawrence: C M P Books, 1998. ISBN: 1578200296 Book Description: Surveys indicate that 98 percent of call-center employees receive at least one stressful call each day. Irate customers are the leading cause of tele-stress. The author explains what it is, how it affects the body, and how to overcome it with common sense strategies. Subjects: Stress management 14. Cusack, Michael. Online Customer Care: Applying Today’s Technology to Achieve World-Class Customer Interaction. Milwaukee, WI: ASQ Quality Press, 1998. ISBN: 0873893832 Subjects: Customer services – Management, Teleshopping, Customer relations, Internet marketing, Internet advertising, Business enterprises – Computer networks, Consumer satisfaction 15. D’Augustine, Jamie, Laura DeVries and Kathryn Jackson. The 21st Century Call Center Rep. Houston: American Productivity & Quality Center, 1998. ISBN: 1928593119 Subjects: Customer relations 210
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CALL CENTERS (CENTRES) Research Bib
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Contents Introduction 1 I Operation
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I Operations Research, Operations M
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path, minimum cost flow, and enumer
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tions to Hayward’s approximation,
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throughout a shift. Keywords: Telep
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esults of this model to other appro
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to customer service levels. Managem
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mations exploit an infinite-server
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for evaluating the consistency of t
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the new model extends the work of t
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congestion events in a large multi-
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improvement over the previous manua
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differential equation with state-de
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Keywords: Simulation, Queueing theo
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that show the optimal hiring policy
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76. Whitt, Ward. Using different re
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Abstract. Motivated by the developm
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Keywords: M(n)/M(n)/s + GI system,
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Keywords: Multiserver exponential q
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Management, Voice traffic, E-mail,
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104. Feng, W. and R.T. Hurley. Birt
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of Operations Research, 108, 2002,
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Keywords: Exponential (Markovian) q
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Abstract. A call center is a facili
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shown that disregarding the retrial
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using simulation. The simulation us
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eciprocal of an average service tim
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Abstract. A fundamental workforce m
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the sense that an increase in any o
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at . Abstract. This paper models th
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2005, 221-235. Available at: . Supp
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systems is not straightforward, bec
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show that the fluid model provides
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isfaction. The contact-center “pe
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Behavior and Complaint Rate models)
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over a finite interval, based on th
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tions, ISDN dial-up connections, In
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Keywords: Call centres, Classificat
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III Consumer and Agent Psychology 1
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incomplete initial attempts. Result
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should wait when these two conflict
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20. Feinberg, Richard A., Ik-Suk Ki
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Abstract. This naturalistic study o
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emotional demands, dissonance in pa
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34. Castilla, Emilio J. Social netw
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high prevalence of symptoms was fou
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attitudes toward telephone work. 9.
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terfaces, resulting in a transparen
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physical introduction to the presen
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25. Spini, M. Guidelines for a huma
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front-line service delivery staff (
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on the roles, skills, and competenc
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44. Callaghan, George and Paul Thom
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lation of their work task. They wer
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55. van den Broek, Diane. Monitorin
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Keywords: Call centres, Stress, Job
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66. Zapf, Dieter, Amela Isic, Myria
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These figures demonstrate that Inte
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complex and sophisticated social ac
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interviews, 1,580 completed questio
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with inquiries to being a preferred
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4. Basso, Richard J., John C. Lund,
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advantage and enhanced profits. (Ap
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Principled design, Compositional de
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literature on organizational change
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24. Irish, C. Web-enabled call cent
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academia and industry to build and
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Factors in Computing Systems, L. Te
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2003, 396-406. Abstract. We conside
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VII Human Interface, Industrial Eng
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parent to the users of these device
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to stress and time management conne
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Abstract. Sixty-two workers engaged
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the collective elaboration of indiv
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that worker performance increased f
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and knowledge flow in such an organ
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Abstract. The management of coordin
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support. Providing that support is
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its people. Support of the call cen
Page 161 and 162: overworked. This paper describes pr
Page 163 and 164: lion in annual revenue. To support
Page 165 and 166: (Appears also in Section II.) 36. B
Page 167 and 168: 40. Feinberg, Richard A., Ik-Suk Ki
Page 169 and 170: Internet telephony scenario. The ba
Page 171 and 172: ongoing improvement. Keywords: Call
Page 173 and 174: employment levels. Most of the call
Page 175 and 176: Abstract. The paper locates the ris
Page 177 and 178: confirm this belief, suggesting tha
Page 179 and 180: Forschungsgesellschaft mbH, Berlin,
Page 181 and 182: proven to be the most difficult to
Page 183 and 184: Abstract. This paper attempts to re
Page 185 and 186: Abstract. Reported studies on call
Page 187 and 188: 95. Collin-Jacques, Caroline and Ch
Page 189 and 190: with executives in authorities expe
Page 191 and 192: IX Simulation, Petri Nets, Genetic
Page 193 and 194: The model is shown to be a compact
Page 195 and 196: 10. Mason, A.J., D.M. Ryan and D.M.
Page 197 and 198: determining staffing levels and tru
Page 199 and 200: computer-based simulator by running
Page 201 and 202: X Cases 1. Sasser, W. Earl, Jr., Ra
Page 203 and 204: Abstract. Within three years of its
Page 205 and 206: customer database to drive KFIS’s
Page 207 and 208: customer focus: The company systema
Page 209 and 210: ISBN: 1557533423 (paperback: 250 pa
Page 211: Keywords: Labor unions, Studies, Hu
Page 215 and 216: ISBN: 0966466004 Subjects: Business
Page 217 and 218: 36. Mockus, Jonas. A Set of Example
Page 219 and 220: ISBN: 0071388885 Book Description:
Page 221 and 222: ISBN: 0974417904 Book Description:
Page 223 and 224: XII Call Center Journals and Magazi
Page 225 and 226: XIII Web Sites 1. Service-Engineeri
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