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

More documents

Recommendations

Info

elations 30. D’Ausilio, Rosanne. Wake up Your Call Center: Humanizing Your Interaction Hub. 3rd ed. West Lafayette, IN: Purdue University Press, 2000. Series: Customer Access Management Ser. ISBN: 1557532176 Subjects: Commerce 31. Day, Charles E. Profiting from Teleservices: An Operational Guide to Call Center Technologies. New York: McGraw-Hill Professional Book Group, April 2000. ISBN: 0070164304 Subjects: Telecommunication 32. Domuratb, Frank L. and Jon Anton. Making the Organization Profitable: Call Center Metrics That Matter. Purdue University Press, 2000. ISBN: 1557531838 33. Finch, Lloyd. Call Center Success: Essential Skills for CSRs. Menlo Park: Crisp Publications, Inc., August 2000. Series: Crisp Fifty-Minute Book Ser. ISBN: 1560525789 Subjects: Customer services, Telemarketing 34. Hack, Becki, Peggy Newton and Trip Wyckoff. Call Center Operations: A Guide for Your Journey to Best-Practice Processes. Houston: American Productivity & Quality Center, August 2000. Series: Passport to Success Ser. ISBN: 1928593232 35. Harker, Patrick T. and Stavros A. Zenios, eds. Performance of Financial Institutions. New York: Cambridge University Press, 2000. ISBN: 0521771544 Book Description: The efficient operation of financial intermediaries—banks, insurance and pension fund firms, government agencies and so on—is instrumental for the efficient functioning of the financial system and the fueling of the economies of the twenty-first century. But what drives the performance of these institutions in today’s global environment? In this volume, world-renowned scholars bring their expertise to bear on the issues. Primary among them are the definition and measurement of efficiency of a financial institution, benchmarks of efficiency, identification of the drivers of performance and measurement of their effects on efficiency, the impact of financial innovation and information technologies on performance, the effects of process design, human resource management policies, as well as others. 213
36. Mockus, Jonas. A Set of Examples of Global and Discrete Optimization: Applications of Bayesian Heuristic Approach. Dordrecht; Boston: Kluwer Academic, 2000. ISBN: 0792363590 Subjects: Combinatorial optimization, Heuristic programming, Bayesian statistical decision theory 37. Muller, Nathan J. IP Convergence: The Next Revolution in Telecommunications. Boston: Artech House, 2000. ISBN: 1580530125 Subjects: Internet telephony, TCP/IP (Computer network protocol) 38. Prosci Research Staff. Call Center Measurement: How to Measure & Improve Call Center Performance. Loveland: Prosci Research, April 2000. ISBN: 1930885083 39. Read, Brendan B. Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing. Lawrence: C M P Books, 2000. ISBN: 1578200636 40. Rowan, Jim. Call Center Continuity Management 1999. Boca Raton: C R C Press LLC, January 2000. ISBN: 0849399823 Subjects: Telephone in business 41. United States General Accounting Office. Customer Service: Human Capital Management at Selected Public and Private Call Centers. Report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives, Washington, DC, August 2000. Also available via Internet from the GPO Access web site (PDF file), http://frwebgate.access.gpo.gov Subjects: Call centers, United States, Personnel management 42. Williams, Graham. CENTRE-ING Customer Satisfaction. A Guide to Breakthrough Performance Through Internalising a Customer Satisfaction Culture and Practices. Publisher Centreing Services, 2000 ISBN: 0-620-21753-7 43. Yarberry, William. Computer Telephony Integration, 2nd ed. Boca Raton, FL: CRC, 2002. ISBN: 0849314380 Subjects: Telematics, Internet telephony, Digital telephone systems 44. Anton, Jon and Anita Rockwell. Minimizing Agent Turnover: “The Biggest Challenge for Call Center Managers”. Santa Maria: Anton Press, 2001. 214
Page 1 and 2:
CALL CENTERS (CENTRES) Research Bib
Page 3 and 4:
Contents Introduction 1 I Operation
Page 5 and 6:
I Operations Research, Operations M
Page 7 and 8:
path, minimum cost flow, and enumer
Page 9 and 10:
tions to Hayward’s approximation,
Page 11 and 12:
throughout a shift. Keywords: Telep
Page 13 and 14:
esults of this model to other appro
Page 15 and 16:
to customer service levels. Managem
Page 17 and 18:
mations exploit an infinite-server
Page 19 and 20:
for evaluating the consistency of t
Page 21 and 22:
the new model extends the work of t
Page 23 and 24:
congestion events in a large multi-
Page 25 and 26:
improvement over the previous manua
Page 27 and 28:
differential equation with state-de
Page 29 and 30:
Keywords: Simulation, Queueing theo
Page 31 and 32:
that show the optimal hiring policy
Page 33 and 34:
76. Whitt, Ward. Using different re
Page 35 and 36:
Abstract. Motivated by the developm
Page 37 and 38:
Keywords: M(n)/M(n)/s + GI system,
Page 39 and 40:
Keywords: Multiserver exponential q
Page 41 and 42:
Management, Voice traffic, E-mail,
Page 43 and 44:
104. Feng, W. and R.T. Hurley. Birt
Page 45 and 46:
of Operations Research, 108, 2002,
Page 47 and 48:
Keywords: Exponential (Markovian) q
Page 49 and 50:
Abstract. A call center is a facili
Page 51 and 52:
shown that disregarding the retrial
Page 53 and 54:
using simulation. The simulation us
Page 55 and 56:
eciprocal of an average service tim
Page 57 and 58:
Abstract. A fundamental workforce m
Page 59 and 60:
the sense that an increase in any o
Page 61 and 62:
at . Abstract. This paper models th
Page 63 and 64:
2005, 221-235. Available at: . Supp
Page 65 and 66:
systems is not straightforward, bec
Page 67 and 68:
show that the fluid model provides
Page 69 and 70:
isfaction. The contact-center “pe
Page 71 and 72:
Behavior and Complaint Rate models)
Page 73 and 74:
over a finite interval, based on th
Page 75 and 76:
tions, ISDN dial-up connections, In
Page 77 and 78:
Keywords: Call centres, Classificat
Page 79 and 80:
III Consumer and Agent Psychology 1
Page 81 and 82:
incomplete initial attempts. Result
Page 83 and 84:
should wait when these two conflict
Page 85 and 86:
20. Feinberg, Richard A., Ik-Suk Ki
Page 87 and 88:
Abstract. This naturalistic study o
Page 89 and 90:
emotional demands, dissonance in pa
Page 91 and 92:
34. Castilla, Emilio J. Social netw
Page 93 and 94:
high prevalence of symptoms was fou
Page 95 and 96:
attitudes toward telephone work. 9.
Page 97 and 98:
terfaces, resulting in a transparen
Page 99 and 100:
physical introduction to the presen
Page 101 and 102:
25. Spini, M. Guidelines for a huma
Page 103 and 104:
front-line service delivery staff (
Page 105 and 106:
on the roles, skills, and competenc
Page 107 and 108:
44. Callaghan, George and Paul Thom
Page 109 and 110:
lation of their work task. They wer
Page 111 and 112:
55. van den Broek, Diane. Monitorin
Page 113 and 114:
Keywords: Call centres, Stress, Job
Page 115 and 116:
66. Zapf, Dieter, Amela Isic, Myria
Page 117 and 118:
These figures demonstrate that Inte
Page 119 and 120:
complex and sophisticated social ac
Page 121 and 122:
interviews, 1,580 completed questio
Page 123 and 124:
with inquiries to being a preferred
Page 125 and 126:
4. Basso, Richard J., John C. Lund,
Page 127 and 128:
advantage and enhanced profits. (Ap
Page 129 and 130:
Principled design, Compositional de
Page 131 and 132:
literature on organizational change
Page 133 and 134:
24. Irish, C. Web-enabled call cent
Page 135 and 136:
academia and industry to build and
Page 137 and 138:
Factors in Computing Systems, L. Te
Page 139 and 140:
2003, 396-406. Abstract. We conside
Page 141 and 142:
VII Human Interface, Industrial Eng
Page 143 and 144:
parent to the users of these device
Page 145 and 146:
to stress and time management conne
Page 147 and 148:
Abstract. Sixty-two workers engaged
Page 149 and 150:
the collective elaboration of indiv
Page 151 and 152:
that worker performance increased f
Page 153 and 154:
and knowledge flow in such an organ
Page 155 and 156:
Abstract. The management of coordin
Page 157 and 158:
support. Providing that support is
Page 159 and 160:
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 and 212: Keywords: Labor unions, Studies, Hu
Page 213 and 214: ISBN: 0786311061 Subjects: Banks an
Page 215: ISBN: 0966466004 Subjects: Business
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
show all

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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?