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

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ISBN: 096304642X Subjects: Business, Technology, Business & Economics 45. Coen, Dan. Building Call Center Culture: Strategies for Designing a World Class Performance- Based Environment Within Your Customer Contact Center. Reseda: DCD Publishing, January 2001. ISBN: 0966043626 Subjects: Customer services – Marketing – Management – Sales, Management – Telemarketing 46. Dawson, Keith. The Call Center Handbook: The Complete Guide to Starting, Running & Improving Your Call Center. 5th ed. Lawrence: C M P Books, March 2001. ISBN: 1578203058 47. Medcroft, Stephen. Call Centers Made Easy: How to Build, Operate, & Profit from Your Small Business Call Center. Newport: Aegis Publishing Group, 2001. ISBN: 1890154458 Subjects: Communication and traffic 48. Petouhoff, Natalie L. In Action [electronic resource]: Recruiting and Retaining Call Center Employees. Alexandria, VA: American Society for Training and Development, 2001. ISBN: 1562862944 Subjects: Call centers, Personnel management 49. Anton, Jon and Dru Phelps. How to Conduct a Call Center Performance Audit: A Guide to Self Assessment: A to Z. Santa Maria: Anton Press, 2002. ISBN: 0963046462 Subjects: Business, Technology, Business & Economics 50. Bodin, Madeline and Keith Dawson. The Call Center Dictionary: The Complete Guide to Call Center & Customer Support Technology Solutions. Rev. ed. New York: CMP Books, 2002 ISBN: 1578200954 Subjects: Management information systems, Dictionaries, Customer services, Call centers 51. Bruton, Noel. How to Manage the IT Help Desk and Call Center. 2nd ed. Woburn: Butterworth- Heinemann, 2002. ISBN: 0750649011 Subjects: Internetworking (Telecommunication), Computers 52. Carlaw, Malcolm. Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff. New York: McGraw-Hill, 2002. 215
ISBN: 0071388885 Book Description: Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment. Subjects: Communication and traffic, Transportation 53. Holtgrewe, Ursula, Christian Kerst and Karen Shire (eds.). Re-Organising Service Work: Call Centres in Germany and Britain. Ashgate Publishing Company, December 2002. ISBN: 0754619559 54. Richard, Darlene D. The Customer Response Management Handbook: Building, Rebuilding and Improving Your Results. Sydney; London: McGraw-Hill, 2002. ISBN: 007470978X Subjects: Call centers—Australia—management, Customer services—Australia, Office management— Australia 55. Schultz, Garry. The Customer Care and Contact Center Handbook. Milwaukee: ASQ Quality Press, 2002. ISBN: 0873895614 Subjects: Customer services, Business & Economics 56. Trotter, Michael D. The Customer Call Center Outback: A Frontline Supervisor’s Map to Success. West Lafayette, IN: Ichor Business Books, 2002. ISBN: 1557532591 Subjects: Supervision of employees, Customer relations, Management 57. Waite, Andrew J. A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction. Lawrence: C M P Books, 2002. ISBN: 1578200946 Subjects: Customer relations, Business & Economics, Customer service 58. Cleveland, Brad. ICMI’s Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals. Call Center Press, 2003. ISBN: 0965909352 Book Description: ICMI’s Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more! Accurate and easy to use, ICMI’s Call Center Management Dictionary is designed to cut through the clutter and confusion in today’s terminology, so that you can communicate more effectively, 216
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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
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overworked. This paper describes pr
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lion in annual revenue. To support
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(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 and 216: ISBN: 0966466004 Subjects: Business
Page 217: 36. Mockus, Jonas. A Set of Example
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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